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CFI Group Insights for Winter 2007 Welcome to the third quarterly issue of CFI Group Insights. We are very interested in your feed-back on CFI Group Insights. Please take a few moments to email us at insights@cfigroup.com. Links to unsubscribe are available at the bottom of the page.

	Optimizing Customer Satisfaction, Maximizing Results

Many organizations, even those that have had successful measurement programs in place for a while, will ask the question: When is Enough Really Enough? The value from an effective measurement program comes from optimizing investments in customer satisfaction...[more]

	Why Derived Importance Rather Than Stated Importance?

Two key measures in any customer satisfaction program are the current level of satisfaction with the attributes being measured and the importance of each attribute in determining the overall level of satisfaction...[more]

	*ACSI in Journal of Marketing: Linking Customer Satisfaction and Financial Results*

Companies know they need to compete hard for customers. Customers choose to do business with companies based on their experiences and perceptions. Satisfied customers reward companies with repeat business, more business, and a willingness to recommend the company to others. Costs of marketing and customer support are reduced. The customer wins, the company wins and shareholders profit...[more]

	ACSI At All-Time High: Satisfied consumers prop up the economy

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 for the retail and financial services sectors and e-commerce. Improvements in customer satisfaction occur in 9 of the 13 industries measured in the quarter...[more]

IN THIS ISSUE

Start Page

Optimizing Customer Satisfaction, Maximizing Results

Why Derived Importance Rather Than Stated Importance?

ACSI in Journal of Marketing: Linking Customer Satisfaction and Financial Results

ACSI At All-Time High: Satisfied consumers prop up the economy

SHARED INSIGHTS

Q: Why ask three questions about satisfaction and not just one?...[find out more]

[Additional Insights]

EVENTS

CFI Group will be exhibiting at the following conferences:

THE Conference on Marketing, March 19-21, 2007
The Venetian in Las Vegas, Nevada...[details]

GSA Services Expo,
May 15-17, 2007
Orange County Convention Center in Orlando, Florida...[details]

North American Conference on Customer Management,
September 30 - October 3, 2007
Orlando World Center Marriott, Orlando, Florida...[details]

IN THE NEWS

Five Myths About Customer Satisfaction
What you don’t know CAN hurt your bottom-line...[details]

E-Gov leaders look for a measure of satisfaction
For customer satisfaction, Evans said agencies pulled the metrics directly from the American Customer Satisfaction Index, which is put together by the...[details]

ACSI Index Indicates Customer Satisfaction in Q4 2006 Highest Since 1994
Ann Arbor, MI (AHN) - According to the University of Michigan's American Customer Satisfaction Index (ACSI), consumer satisfaction in the last quarter of 2006 was at its highest level as of 1994...[details]

Professor predicts continued spending spree
Expert cites study showing people are happier with goods and services Will anything stop Americans from shopping...[details]