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CFI Group Insights for Fall 2006
As Fall 2006 comes to an end, CFI Group is busily preparing for 2007. We expect next year to bring even more success for CFI Group and our clients. More and more, organizations are seeing the value of enriching their customer relationships with insightful decision-making and action planning.
We hope you enjoy the Fall 2006 issue of Insights. This is your newsletter and we encourage you to share your experiences with us. Please let us know what we can do to make Insights more valuable to you. Our email is insights@cfigroup.com.
Feel free to forward this newsletter to others in your organization. Click here to subscribe to CFI Group Insights.
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Selecting, Setting and Monitoring Targets |
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Measuring customer satisfaction is a critical first step toward business success. CFI Group's measurement and "cause and effect" analysis show where improvements should be directed to generate optimum returns. But unless employees are given appropriate direction and incentives to make these improvements, positive change may not take place. Selecting measures, setting targets and measuring progress towards those targets are all essential to realizing the return on any customer satisfaction program....[more]
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Measuring The Website Experience |
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Companies have traditionally relied on behavioral metrics as the leading performance metrics for a website: how many unique visitors come to the website each month, how many visitors "convert" to a sale or a lead, how many pages they visit, where they leave the site, the path they take to navigate throughout the site, etc. Increasingly, managers of web operations are finding that this type of data falls short of providing compelling metrics that gauge the website's contribution to the company's bottom line...[more]
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ACSI Unchanged; Consumer Spending Gets a Boost |
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The American Customer Satisfaction Index (ACSI), published by the National Quality Research Center at the University of Michigan Ross Business School, issued its quarterly release on November 14, 2006...[more]
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IN THIS ISSUE
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SHARED INSIGHTS
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Q: Why should we measure both satisfaction and loyalty?
There is a key difference between satisfaction and loyalty: satisfaction must be earned, while loyalty can be bought...[find out more]
[Additional Insights]
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EVENTS
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IQPC Customer Feedback Summit, January 22-25, 2007
Royal Sonesta Hotel, New Orleans, Louisiana...[details]
Linkage Strategies 2007, February 26-28, 2007
Seminole Hard Rock Hotel & Casino in Hollywood, Florida...[details]
THE Conference on Marketing, March 19-21, 2007
The Venetian in Las Vegas, Nevada...[details]
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IN THE NEWS
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Best Buy Retains CFI Group to Analyze Customer Loyalty and Satisfaction
To provide analyses, measurement and action planning...[details]
CustomerMetrics411 Launches New Web Site
A new web site to give you an overview of some of popular customer metrics...[details]
Five Myths About Customer Satisfaction
What you don't know CAN hurt your bottom-line...[details]
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