Newsletters

2019

Q1 :: Digital and CX – Top Trends in 2019

CX in 2019: Top customer experience trends to keep on your radar

Tech in 2019: Top digital trends for tomorrow’s customer experience

Q3 :: Emotion is the New Brand

Good, bad, or indifferent: Influencing emotion in customer experience

3 top ways to communicate better with customers

2018

Q1 :: Creating Next-Gen Customer Communications

How one company humanized their customer communications

Culture Transformation: 4 ways to empower employees to deliver delight

Q3 :: PR and the Customer Journey

Rules for handling customer complaints to the media

PR 101: Standing out in the age of shrinking newsrooms

2017

Q4 :: Gearing Up for Customer Success

CX in 2018: Top Customer Experience Predictions

2017 Snapshot: 3 Top ways we helped our clients succeed

Q3 :: Demystifying Customer Loyalty

Consistency: The secret ingredient for creating customer loyalty

Posting your way to customer loyalty – 3 top tips for social media

Q2 :: The Customer Honeymoon – Create & Keep Customer Love

Top 3 customer experience mistakes and how to avoid them

Humanity 101: 5 Essentials for getting customer experience right

2016

Q4 :: Marketing Compliance in the Age of UDAAP

5 Essential tips to avoid UDAAP violations

Best practices to assess and minimize your UDAAP risk

Q3 :: Driving Business Value with Social Media

Top social media tips

5 Essential social media metrics to measure your brand’s impact

Q2 :: Mastering the Customer-Centric Mindset

5 signs you don't have a customer-centric culture (and what to do about it)

Value Proposition 101 – Key steps to power your brand

Q1 :: Top Tech for Transforming Business and Customer Experience

Five things you need to know about the Internet of Things (IoT)

Hey FinTech, what’s your strategy for leveraging unstructured data?

2015

Q4 :: Mastering Customer Experience in 2016

Top Customer Experience Predictions for 2016

Resolve customer issues the first time around with a Voice of the Customer program

Q3 :: Innovate Customer Experience with Technology

How the mobile payments revolution is gaining momentum

3 tech trends to help you improve customer experience

Q2 :: What Makes a Winning Brand?

Your brand is what your customers say it is

Make a name for yourself

Q1 :: How Deep is Your (Customer) Love?

Building customer empathy with insights from advanced analytics

Driving adoption of mobile wallets: convenience isn't enough

2014 :: Past Issues (PDFs)

Q4 How Big Data can help CMOs gain competitive edge
Transforming your public relations with content marketing and social media
Q3 5 Proven ways to optimize your customer experience
VOC 1-2-3 :: Strategies for a successful Voice of the Customer program
Building a customer-centric culture :: Top tips for employee buy-in
Q2 Content Marketing = Content plus Strategy
Measuring customer experience: Why Net Promoter Score is not enough
Q1 3 key strategies for transforming negative sentiment into positive customer experience
2013: A busy year for the CFPB, an expensive year for banks
Leveraging social media complaints to improve customer experience

2013 :: Past Issues (PDFs)

Q4 Predictive analytics is the new business intelligence
Top 5 ways to increase business value using unstructured data
Capturing social intelligence to increase marketing ROI
Q3 Leveraging social media to turn loyal customers into brand influencers
What you can learn from analyzing social media
Is your company prepared for the influence of social and mobile?
Q1 5 Strategies for designing the optimal customer experience
Mining the CFPB database to improve customer experience
Increasing customer retention using advanced analytics

2012 :: Past Issues (PDFs)

Q4 Top 2 best practices for customer segmentation using data mining
3 Key strategies for applying predictive models to improve ROI across your organization
Boost marketing strength with customized predictive analytics training
Q2 9 key strategies for a successful Voice of the Customer program
Tips for filtering SPAM from social media data to improve your VOC program
Is your company prepared for the influence of social and mobile?
Q1 Using the customer lifecycle to improve your Voice of the Customer program
The New Facebook: 3 Tips to help financial services maximize the value of Timeline
How classifying data drives value in your VOC program

2011 :: Past Issues (PDFs)

Q4 Social media: Reflecting and planning for 2012
Customer experience is the new brand
Emerging Issues – Stay ahead of the curve with your Voice of the Customer program
Q3 The state of social media in financial services
Using social media to increase the value of sponsorships
How to get the most out of customer relationships with customer segmentation and predictive analytics
Transforming negative sentiment into a winning customer experience
Q2 Bank of America insights make a case for social media data analytics
Using sentiment analysis to improve customer experience
Build more power into customer experience efforts– use text mining of unstructured data to complement structured data
Improving customer engagement in social media with predictive analytics
Making communications more effective by leveraging customer insights
Q1 Why are financial services companies focusing on customer experience in 2011?
Gaining customer experience insights from social media
Taking a holistic view of the customer experience
Get fast results with our Voice of the Customer Quickstart Program

Let’s start a conversation – what’s challenging you?