During difficult economic times, most organizations shift their focus from acquiring new customers to retaining and growing existing customer relationships as a more cost-effective way to increase revenue. It is also during these times that they realize the vital role that customer service operations play in maintaining profits and improving customer loyalty. The Customer Service Best Practices survey sought to discover:

• Which industries are doing the best job when it comes…

Bob Thompson, founder and CEO of CustomerThink, recently interviewed the VP of Customer Experience at Sprint and mentioned ClickFox's part in helping understand the complete cross-channel experience during the interview. It's an interesting interview that touches on how large organizations are embracing customer experience at the executive level and what impact customer experience analytics has on operational efficiency, customer satisfaction and churn rates. Interview topics include (from CustomerThink): Role and empowerment of VP of Customer…

On Tuesday , ClickFox's customer, Sprint, received the prestigious Gartner & 1to1 Media Gold CRM Excellence Award for outstanding customer strategies that produce impressive business results. Below is an excerpt from 1to1 Media's Customer Centricity Wins article titled "Sprint Nextel’s Leadership Makes Customer Experience a Top Priority." The article goes into further detail about how the telecommunications company has improved retention and service levels while cutting costs:

Partnering with ClickFox, Sprint began to analyze…

Sprint was recognized today for their enterprise-wide vision and commitment to the customer experience as the Gold winner of the 2010 Gartner & 1to1 Media Customer Relationship Management Excellence Award in the Customer Experience category. These awards highlight innovative companies that impact value through their customer relationship strategy and demonstrate excellence in delivering the customer experience. Sprint leverages ClickFox CEA to analyze customer experience behavior trends across interaction channels, including retail stores,…

ClickFox today announced that it will host an industry webinar featuring Forrester Research, Inc. Vice President and Principal Analyst, Elizabeth Herrell on Thursday, June 10, 2010 at 1:00 pm Eastern. The complimentary webinar, “What Consumers Really Want”, will present the findings from recent online surveys where consumers answered questions about their interaction preferences and most frustrating customer service issues. Herrell will draw on her recent report, “ Real-Time Analytics for Contact Centers …

There are so many terrific blogs related to customer experience that we decided to add a monthly update to our blogroll with some of the stand-outs. Here are our recommendations for March 2010: 1. Think Customers: The 1to1 Blog - Written by the editors of 1to1 Magazine , this blog main focuses are customer experience and the concept and applications of customer loyalty. 2. The Perfect Customer Experience - Written…

On October 1st, at 1pm EST, we will host a webinar titled " Dramatically Reduce Customer Churn and Build Loyalty with Customer Experience Analytics :" Increased competition within today’s marketplace and customer demand for diverse communication methods means that companies must address customer experience across all available service channels to stay profitable. However, traditional approaches only provide a one-dimensional view into customer behavior patterns, offering little to no insight into retention opportunities. Join us to…

We asked Marco Pacelli, ClickFox CEO, about his top 5 tips for building customer loyalty. Here's what he had to say along with a few examples: 1. One Experience Does Not Fit All: The first tenet of customer loyalty is about serving customers according to their preferences. Different customer segments tend to have strong interaction preferences - choosing, for instance, to speak to a live agent or to log on to their account via mobile browser…

Our second event in the ClickFox Webinar Series, featuring Bruce Temkin of Forrester Research is now available for playback. Just click the link to register and view the rebroadcast. Bruce highlighted the importance of customer experience in differentiating your company from the competition. He's been speaking and writing about Experience-Based Differentiation (EBD) at Forrester and on his blog for a while now (read more at Customer Experience Matters ). ClickFox…