Best Practices in Customer Experience

By John Carroll, Dave Hannay, Jan Hofmeyr, Dave Thomas, John Vidmar, Gavin Winter

Synovate's measures of attitudinal equity (AE) and market barriers (MB) have been quite successful since their launch late in 2006. In 2008, a paper explaining AE won the top innovation award from the British Market Research Association (Hofmeyr et al, 2008). In 2009, a leading marketing research spender adopted AE for worldwide as an equity measure in all surveys. And three of the world's leading marketing spenders are talking to Synovate about how to incorporate MB as a 'plug-in' to various research programs.

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How to Improve Customer Satisfaction Surveys

White paper by Jan Hofmeyr and Ged Parton

Although increased customer satisfaction leads to improved business results, research reveals that the relationship between a customer's overall satisfaction and what they actually do is weak. Find out how two simple improvements can give marketers greater confidence in their models of what drives customer share of wallet.

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Managing Each Customer's Experience

White paper by Lawrence A. Crosby and Sheree L. Johnson

With the trend today toward commodization and increasing price and quality parity, engaging with customers emotionally - through the brand experience - often provides the best opportunities for differentiation. Briging a well-designed customer experience to life requires aligning every point of costumer contact with the brand promise.

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Customer Experience Management

A Step by Step Approach from Synovate Customer Experience

In his forthcoming book, Synovate's Chief Loyalty Officer Dr. Larry Crosby points out that business success is no longer based only on product or service traits but now requires the creation and delivery of holistic branded experiences. Customer Experience Management (CEM) is the name for this practice which places new demands on enterprises as they coordinate the delivery of experiences across functional silos. Yet, while many managers recognize the importance and potential impact of customer experience management, few are prepared to handle the demands CEM creates for their organizations.

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KPMG / Synovate Retail Think Tank white paper

In its previous white paper (published October 2008) the KPMG/Synovate Retail Think Tank (RTT) explored whether a downturn need necessarily be all bad for all retailers and looked at the positive and negative effects which the current downturn is likely to have on the sector.

One of the key conclusions of these discussions was that the retail sector over the past 30 years has become characterised by larger retailers and had become increasingly concentrated, noting that the recessions of the 1970s and 1990s acted as a catalyst to accelerate the pace of this structural change.

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Take a Proactive Role in Customer - Centric Alignment

Article from Contact Center Pipeline (May 2011), featuring John Carroll.

Senior executives understand the importance of providing high-quality customer experiences, but it seems that companies generally are not effective at driving customer-centric goals across the organization.

Article published with permission of Marketing News

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