In the News
Amazon, Netflix Top Holiday Satisfaction
Digitaltrends.com, December 31
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Federal Government Improves, But Still Trails Private Sector
DestinationCRM.com, December 23
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ACSI: Only Small Dip in Customer Satisfaction
Food Manufacturing, December 22
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Impact of Agent Frustration on Customer Satisfaction
TMCnet, December 22
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Satisfaction With Government Increases; Focus Is Efficiency
Washington Post, December 16
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The Banglore Backlash: Call Centers Return to U.S.
Washington Post, December 11
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Events
NRF 98th Annual Convention & Expo
January 11-14, NYC
Guest Speaker: Best Buy's
Julie Beth McFall, Ph.D
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IIR Linkage Strategies 2009
March 9 –11th
Keynote Speaker: CFI Group's Claes Fornell
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NCOF
March 24-26, 2009
Speaker: Sheri Teodoru
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Press Release
CFI Group's RetailMonitor Offers Customer Satisfaction Advantage in Face of Bleak Bottom Lines
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Visit CFI Group at NRF's BIG SHOW 2009 -
Booth #2465
We're pleased to host Best Buy's Julie Beth McFall, Ph.D., as she shares new innovations in customer satisfaction - join us Tuesday, 1/13 @ 1:45pm Expo Hall, 3D09! In this Big !deas session, Best Buy and CFI Group will share the details of their innovative program for managing high levels of customer satisfaction and ensuring lifelong customer loyalty.
Click Here to Learn
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Top 10 Customer Satisfaction Survey Best Practices
You probably already have a very good idea of what drives customer satisfaction. Customer service professionals can generally create surveys that, on the surface, might closely resemble those created by survey methodologists. However, the words generally, might, and closely are crucial. Familiarity with the day-to-day needs of customers can well inform the content of a survey, but even the best intentions can have unintended consequences on question design.
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RetailMonitorSM by CFI Group
RetailMonitor by CFI Group offers state-of-the-art measurement, ready-to-access results, and in-depth analysis of retail performance to help you best satisfy your customers.
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The Future of the Economy: 3 Questions for Dr. Claes Fornell
The most cited scholar in market research, University of Michigan Professor Claes Fornell answers the biggest questions for the new year.
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Now Available in Paperback!
The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference
Fornell, Claes
When faced with the choice between cutting costs or improving customer service, most companies focus on tangible assets. But in our service economy, the most important asset is intangible: a company's relationship with its customers. Drawing from an extensive survey of American consumers and including examples from companies such as The Home Depot and UPS, The Satisfied Customer reveals some surprising conclusions about outreach strategy. It also teaches firms how to quantify and increase the value of their customer relationships - what author Claes Fornell calls the Customer Asset. Fornell's clarion call to managers worldwide is a must-read blueprint for understanding the value of customer satisfaction in modern business practice.
Click here to purchase
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