Confirmit In The News

Mobility and Customer Feedback: An Ideal Match

1/19/2012 12:00:00 AM

In the office, on buses, at grocery stores, in parks: Wherever you go, it seems there's always the gentle sound of tap, tap, tapping that comes with mobile-device use. Some just check email, but many are accessing work applications, social media sites, news feeds, online games and much more.

Making the Move to Apps for Research

12/15/2011 12:00:00 AM

By: Patricia Graham, CSO, Knowledge Networks & Sean Conry, VP, Confirmit Mobile (formerly Techneos)

Scanning various industry conferences and blogs, it's clear that researchers are finally thinking about mobile as an important channel for research. This comes as no surprise as the CDC's National Center for Health Statistics reported in Decemeber 2010 that during the period January - June 2011, 26.6% of U.S. households will have only cell phones (no "land lines"). The same study showed a staggering 51.3% when looking at the 25- to 29 -year-old bracket.

Case in Brief: Quality Customer Feedback Begets Quality Customer Experiences

11/30/2011 12:00:00 AM

FlightSafety increased its focus on gathering more actionable information, which led to hundreds of customer-requested improvements.

Hoffman's Hot Seat: Applying Mobile to the Multichannel Customer Engagement Mix

11/15/2011 12:00:00 AM

1to1 Media's Tom Hoffman speaks with Dave King, Executive Vice President of Confirmit Mobile Solutions, about the role of mobile in crafting a successful multichannel customer engagement strategy.

Alitalia to measure passenger experience through Confirmit

11/1/2011 12:00:00 AM

UK— European airline Alitalia has signed up to use the Confirmit Horizons platform to measure passengers’ flight experience.

Alitalia will run a range of online surveys through a new customer panel.

Facts International adopts Confirmit Horizons

10/5/2011 12:00:00 AM

UK— Facts International has adopted Confirmit’s Horizons software for its research activities.

The decision follows an “extensive” evaluation period, the company said.

Integrate your customer relationship management systems

10/3/2011 12:00:00 AM

The main issue is that systems will be required that enable everything to be pulled together in a meaningful manner. For example, all mentions of a company through social network channels will need to be monitored, along with any accepted different forms of this (for example, in the social media world, Microsoft is not just Microsoft, but also Mcirosoft, MSFT, M$ft, Micro$oft and so on).

British Airways Air Miles manager surveys customer satisfaction

10/1/2011 12:00:00 AM

Peter Lee is a research manager at The Mileage Company, which manages the Air Miles scheme for British Airways, overseeing the CRM programme. The company has switched from running bespoke surveys to using the Confirmit cloud service to run surveys to monitor customer satisfaction.

Ideation: a penny for your customers’ thoughts?

9/23/2011 12:00:00 AM

Ideation: a penny for your customers’ thoughts?

Ideation should come as the starting point of any business innovation aimed at improving customer relationships but many organisations pay scant attention to this most fundamental of issues says Pat Molloy of Confirmit

Type ‘innovation’ into Google, and you’ll see about 70 million hits; some indication perhaps of the importance nowadays to the business of innovation.

Are mobile apps the future of enterprise feedback management?

9/9/2011 12:00:00 AM

As Confirmit announces its acquisition of Techneos, does this indicate the important role that mobile apps will play in the future of enterprise feedback management?

Do mobile apps represent the future of enterprise feedback management?

Businesses have been talking up the benefits of mobile devices as a customer survey channel for some time, and the buzz has been building. At the leading edge of this are apps, an as yet largely untapped field, that has vast potential.

Confirmit Goes Mobile With Techneos Systems

9/9/2011 12:00:00 AM

The acquisition brings customer surveys to mobile devices, so organizations can collect data "at the point of experience."

To gain a foothold in the mobile engagement market, Confirmit, a global software provider of customer and employee feedback and market research, has acquired Vancouver, Canada-based Techneos Systems, a technology company specializing in mobile feedback, survey, and market research solutions.

Confirmit acquires Techneos Systems

9/7/2011 12:00:00 AM

Global software provider Confirmit has acquired technology company Techneos Systems. The acquisition adds a mobile component to Confirmit's multi-channel Horizons technology platform and positions the company for expansion in the growing mobile engagement channel.

Confirmit Buys Mobile Survey Specialist Techneos

9/7/2011 12:00:00 AM

Online survey and reporting software company Confirmit has acquired mobile survey technology provider Techneos Systems, and will add its solutions to the Horizons reporting tool. Terms of the deal were not disclosed.

Confirmit embraces mobile with Techneos buy

9/7/2011 12:00:00 AM

CANADA— Research software maker Confirmit has acquired mobile survey specialist Techneos Systems.

Techneos’s mobile feedback technology will be incorporated into Confirmit’s Horizons platform, and as of next year the company will trade as the mobile solutions division of Confirmit.

Confirmit appoints Director of Customer Experience Management

8/24/2011 12:00:00 AM

Confirmit has appointed Claire Sporton to the new role of Director, Customer Experience Management. Sporton brings 15 years of experience in client management to her new role, gained in both the corporate world and the technology and services sector.

Confirmit appoints Director of Customer Experience Management

8/24/2011 12:00:00 AM

Confirmit hires customer experience director

8/18/2011 12:00:00 AM

UK— Customer feedback and market research software firm Confirmit has hired Claire Sporton as director of customer experience management.

Confirmit Hires for New Customer Experience Role

8/18/2011 12:00:00 AM

Online survey and reporting software company Confirmit has appointed client retention specialist Claire Sporton for the newly created role of Director, Customer Experience Management, based in its London office.

Customer surveys: Ignore mobile at your peril!

8/10/2011 12:00:00 AM

Claire Sporton assesses the value of mobile devices as a customer survey channel.

It could be argued that the current rise of mobile as a new survey channel mirrors the introduction of online surveys more than 10 years back. But whilst the adoption of any new channel certainly raises similar issues, this is where the comparison should end.

Switching from paper or phone to online surveys was something that research providers could consciously choose to do or not to do. Respondents were either offered online as an option, or they weren’t, the researcher had control.

Relationships: is social media a help or a hindrance?

8/4/2011 12:00:00 AM

In a multi channel world that now includes social media, the opportunities to build relationships with customers has grown exponentially. Whilst this is an extremely positive move, it has to be said that it is very difficult to maintain, let alone control, relationships with customers over such a broad range of communication vehicles.

Cologne Proves Attractive for Confirmit

8/2/2011 12:00:00 AM

Online survey and reporting software company Confirmit has opened its first German office in Cologne, to be led by Business Development Director Dan Starkey.

Confirmit has more than 250 employees based at its HQ in Oslo, and offices in Guildford, London, Moscow, New York, San Francisco and Yaroslavl, Russia.

The Power of Customer Feedback

4/21/2011 12:00:00 AM

First, a plea: please don't keep your marketing insight languishing in a silo, away from your core business processes. The technology exists to generate real business value from this often-untapped information, so take advantage of the opportunity to link this valuable asset—knowledge about customers—to the rest of your business.

The Power of Customer Feedback

4/21/2011 12:00:00 AM

The Power of Customer Feedback

4/21/2011 12:00:00 AM

The Power of Customer Feedback

4/21/2011 12:00:00 AM

Another Hacking Attempt

4/20/2011 12:00:00 AM

Confirmit has held its second hackathon, this time in Yaroslavl, Russia – with the winning idea a community panel plug-in that gives panellists the ability to link their profiles to Facebook and Twitter accounts.

Another Hacking Attempt

4/20/2011 12:00:00 AM

Another Hacking Attempt

4/20/2011 12:00:00 AM

Another Hacking Attempt

4/20/2011 12:00:00 AM

Using market research and social media in tandem

4/8/2011 12:00:00 AM

Marketers are currently facing an interesting dilemma about how to incorporate social media into their customer insight programmes and how representative that feedback is across the entire customer base. Pat Molloy, chief strategy officer at Confirmit, explains more.

Using market research and social media in tandem

4/8/2011 12:00:00 AM

Using market research and social media in tandem

4/8/2011 12:00:00 AM

Using market research and social media in tandem

4/8/2011 12:00:00 AM

Confirmit coders hack together geolocation survey app

12/2/2010 12:00:00 AM

A team of Confirmit programmers have built an app on Google’s Android mobile phone platform to allow surveys to be targeted at online panellists based on their actual physical location.

Confirmit coders hack together geolocation survey app

12/2/2010 12:00:00 AM

A team of Confirmit programmers have built an app on Google’s Android mobile phone platform to allow surveys to be targeted at online panellists based on their actual physical location.

Confirmit coders hack together geolocation survey app

12/2/2010 12:00:00 AM

A team of Confirmit programmers have built an app on Google’s Android mobile phone platform to allow surveys to be targeted at online panellists based on their actual physical location.

Confirmit coders hack together geolocation survey app

12/2/2010 12:00:00 AM

A team of Confirmit programmers have built an app on Google’s Android mobile phone platform to allow surveys to be targeted at online panellists based on their actual physical location.

A mind's eye view reveals bigger picture

11/8/2010 12:00:00 AM

New research techniques can give brands deeper levels of consumer insight - but the 21st century tools must be used in conjunction with tried and tested methods.

A mind's eye view reveals bigger picture

11/8/2010 12:00:00 AM

New research techniques can give brands deeper levels of consumer insight - but the 21st century tools must be used in conjunction with tried and tested methods.

A mind's eye view reveals bigger picture

11/8/2010 12:00:00 AM

New research techniques can give brands deeper levels of consumer insight - but the 21st century tools must be used in conjunction with tried and tested methods.

A mind's eye view reveals bigger picture

11/8/2010 12:00:00 AM

New research techniques can give brands deeper levels of consumer insight - but the 21st century tools must be used in conjunction with tried and tested methods.

How to Make the Most of your Customer Feedback Data

10/26/2010 12:00:00 AM

In this podcast SVP of Marketing for Confirmit, Gary Schwartz, talks with CMIQ about customer feedback data, and how modern trends like social crm are changing the nature of what needs to be measured.

How to Make the Most of your Customer Feedback Data

10/26/2010 12:00:00 AM

How to Make the Most of your Customer Feedback Data

10/26/2010 12:00:00 AM

How to Make the Most of your Customer Feedback Data

10/26/2010 12:00:00 AM

4 Reasons Online Retailers Must Listen to Customers, Tips On Tapping Feedback

10/12/2010 12:00:00 AM

The customer experience is critical in today’s highly competitive online retail sector. There are many variables involved in providing a great user experience and keeping customers engaged with your brand.

4 Reasons Online Retailers Must Listen to Customers, Tips On Tapping Feedback

10/12/2010 12:00:00 AM

4 Reasons Online Retailers Must Listen to Customers, Tips On Tapping Feedback

10/12/2010 12:00:00 AM

4 Reasons Online Retailers Must Listen to Customers, Tips On Tapping Feedback

10/12/2010 12:00:00 AM

How to best implement a customer survey

10/5/2010 12:00:00 AM

Building a customer survey might initially sound like a daunting task but it doesn’t have to be that way.

How to best implement a customer survey

10/5/2010 12:00:00 AM

Building a customer survey might initially sound like a daunting task but it doesn’t have to be that way.

How to best implement a customer survey

10/5/2010 12:00:00 AM

Building a customer survey might initially sound like a daunting task but it doesn’t have to be that way.

How to best implement a customer survey

10/5/2010 12:00:00 AM

Building a customer survey might initially sound like a daunting task but it doesn’t have to be that way.

Is First Call Resolution the Top Agenda?

9/2/2010 12:00:00 AM

Some might argue that First Call Resolution (FCR) should be at the top of the agenda in the call center environment, but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

Is First Call Resolution the Top Agenda?

9/2/2010 12:00:00 AM

Is First Call Resolution the Top Agenda?

9/2/2010 12:00:00 AM

Is First Call Resolution the Top Agenda?

9/2/2010 12:00:00 AM

Customer Response on the Run

8/26/2010 12:00:00 AM

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

Customer Response on the Run

8/26/2010 12:00:00 AM

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

Customer Response on the Run

8/26/2010 12:00:00 AM

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

Customer Response on the Run

8/26/2010 12:00:00 AM

An automated customer experience management program enables banks to gather customer feedback in real time – and gives them a chance to keep complaints from turning into defections.

How to unleash the power of Customer Feedback

7/28/2010 12:00:00 AM

In 2010 there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes. Thanks to today’s Web-based technologies, an unprecedented number of opportunities exists to generate real business value from this information.

How to unleash the power of Customer Feedback

7/28/2010 12:00:00 AM

How to unleash the power of Customer Feedback

7/28/2010 12:00:00 AM

How to unleash the power of Customer Feedback

7/28/2010 12:00:00 AM

Farmers Insurance Group Honored in CIO 100

7/2/2010 12:00:00 AM

Farmers Insurance's use of Confirmit has seen it ranked in CIO Magazine's CIO100 for 2010. Farmers Insurance's feedback management system tracks agent and customer interactions.

Farmers Insurance Group Honored in CIO 100

7/2/2010 12:00:00 AM

Farmers Insurance's use of Confirmit has seen it ranked in CIO Magazine's CIO100 for 2010. Farmers Insurance's feedback management system tracks agent and customer interactions.

Farmers Insurance Group Honored in CIO 100

7/2/2010 12:00:00 AM

Farmers Insurance's use of Confirmit has seen it ranked in CIO Magazine's CIO100 for 2010. Farmers Insurance's feedback management system tracks agent and customer interactions.

Farmers Insurance Group Honored in CIO 100

7/2/2010 12:00:00 AM

Farmers Insurance's use of Confirmit has seen it ranked in CIO Magazine's CIO100 for 2010. Farmers Insurance's feedback management system tracks agent and customer interactions.

Tell Me What You Really Think

6/2/2010 12:00:00 AM

Unless you ask, you'll never know what a customer really thinks about your product or service. "By embracing a customer-feedback program," writes Carolyn Hall at MarketingProfs, "you can gain insight into customer attitudes and learn important truths about buying behavior as well as the evolving attitudes that will determine future buying behavior."

Tell Me What You Really Think

6/2/2010 12:00:00 AM

Tell Me What You Really Think

6/2/2010 12:00:00 AM

Tell Me What You Really Think

6/2/2010 12:00:00 AM

First Call Resolution Guarantees Excellent Customer Experience, Or Does It?

5/27/2010 12:00:00 AM

Some might argue that First Call Resolution (FCR) should be top of the agenda in the call center environment but traditional Key Performance Indicators (KPIs) are not always the best way to measure customer experience excellence.

First Call Resolution Guarantees Excellent Customer Experience, Or Does It?

5/27/2010 12:00:00 AM

First Call Resolution Guarantees Excellent Customer Experience, Or Does It?

5/27/2010 12:00:00 AM

First Call Resolution Guarantees Excellent Customer Experience, Or Does It?

5/27/2010 12:00:00 AM

Tap the Power of Customer Feedback

4/7/2010 12:00:00 AM

In 2010, there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes.

Tap the Power of Customer Feedback

4/7/2010 12:00:00 AM

In 2010, there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes.

Tap the Power of Customer Feedback

4/7/2010 12:00:00 AM

In 2010, there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes.

Tap the Power of Customer Feedback

4/7/2010 12:00:00 AM

In 2010, there is no excuse for keeping your marketing insight languishing in a silo, away from your core business processes.

Confirmit on 1to1Media: Hoffman's Hot Seat

4/5/2010 12:00:00 AM

Trends Influencing Customer Experience Management Software Functionality

Confirmit on 1to1Media: Hoffman's Hot Seat

4/5/2010 12:00:00 AM

Trends Influencing Customer Experience Management Software Functionality

Confirmit on 1to1Media: Hoffman's Hot Seat

4/5/2010 12:00:00 AM

Trends Influencing Customer Experience Management Software Functionality

Confirmit on 1to1Media: Hoffman's Hot Seat

4/5/2010 12:00:00 AM

Trends Influencing Customer Experience Management Software Functionality

Confirmit Broadens Its Horizons

3/24/2010 12:00:00 AM

The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.

Confirmit Broadens Its Horizons

3/24/2010 12:00:00 AM

The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.

Confirmit Broadens Its Horizons

3/24/2010 12:00:00 AM

The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.

Confirmit Broadens Its Horizons

3/24/2010 12:00:00 AM

The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.

Nationwide Autocentre Named Customer King

3/11/2010 12:00:00 AM

Confirmit Customer Nationwide Autocentre has been named Customer King by Real Business. In designing the award, Real Business hopes to bring a treasure trove of ideas to improve customer service.

Nationwide Autocentre Named Customer King

3/11/2010 12:00:00 AM

Confirmit Customer Nationwide Autocentre has been named Customer King by Real Business. In designing the award, Real Business hopes to bring a treasure trove of ideas to improve customer service.

Nationwide Autocentre Named Customer King

3/11/2010 12:00:00 AM

Confirmit Customer Nationwide Autocentre has been named Customer King by Real Business. In designing the award, Real Business hopes to bring a treasure trove of ideas to improve customer service.

Nationwide Autocentre Named Customer King

3/11/2010 12:00:00 AM

Confirmit Customer Nationwide Autocentre has been named Customer King by Real Business. In designing the award, Real Business hopes to bring a treasure trove of ideas to improve customer service.

Pat Molloy on Research Talk Podcast: The John Griffiths Show

3/6/2010 12:00:00 AM

In this debut episode – and remember this is a work in progress – John and I talk mobile apps with a couple folks who have recently built some of their own. Ethnographer Siamack Salari talks about his iPhone app – the inspiration, development issues and reactions and future deals and developments. And Confirmit’s Pat Molloy talks about giving iPhone users the ability to build speed boats around his supertanker.

Pat Molloy on Research Talk Podcast: The John Griffiths Show

3/6/2010 12:00:00 AM

Pat Molloy on Research Talk Podcast: The John Griffiths Show

3/6/2010 12:00:00 AM

Pat Molloy on Research Talk Podcast: The John Griffiths Show

3/6/2010 12:00:00 AM

Cultivating a Customer-Focused Corporate Culture

1/15/2010 12:00:00 AM

Your company's corporate culture does not have a thermostat. Changing it to become more customer-focused cannot and should not be an immediate process, and neither can it be a half-hearted one. Creating an atmosphere where greater attention is automatically put on the customer is a long journey, but here are five key steps to put you on the right path.

Cultivating a Customer-Focused Corporate Culture

1/15/2010 12:00:00 AM

Cultivating a Customer-Focused Corporate Culture

1/15/2010 12:00:00 AM

Cultivating a Customer-Focused Corporate Culture

1/15/2010 12:00:00 AM

That's Not Fair!

12/16/2009 12:00:00 AM

A British initiative called Treating Customers Fairly focuses on the consumer.

That's Not Fair!

12/16/2009 12:00:00 AM

A British initiative called Treating Customers Fairly focuses on the consumer.

That's Not Fair!

12/16/2009 12:00:00 AM

A British initiative called Treating Customers Fairly focuses on the consumer.

That's Not Fair!

12/16/2009 12:00:00 AM

A British initiative called Treating Customers Fairly focuses on the consumer.

Retail Touchpoints Solution Spotlight: Confirmit Customer Feedback Solution

12/10/2009 12:00:00 AM

Customer retention is critical to retailers, and to maximize retention, they need to create experiences that customers want to repeat, and products that customers want to repurchase. Retailer clients use Confirmit to collect actionable customer feedback at all key touchpoints in the retail process — from point of sale, through service interactions, complaints handling and renewal/repurchase.

Retail Touchpoints Solution Spotlight: Confirmit Customer Feedback Solution

12/10/2009 12:00:00 AM

Retail Touchpoints Solution Spotlight: Confirmit Customer Feedback Solution

12/10/2009 12:00:00 AM

Retail Touchpoints Solution Spotlight: Confirmit Customer Feedback Solution

12/10/2009 12:00:00 AM

Intrawest Tracks VOC Across Channels and Continents

12/10/2009 12:00:00 AM

Guests visiting Intrawest's resorts expecting a certain atmosphere and experience, whether they're looking for family relaxation, thrills on the slopes, or a romantic getaway. Gauging how well the company delivers on those expectations requires an extensive voice of the customer program.

Intrawest Tracks VOC Across Channels and Continents

12/10/2009 12:00:00 AM

Intrawest Tracks VOC Across Channels and Continents

12/10/2009 12:00:00 AM

Intrawest Tracks VOC Across Channels and Continents

12/10/2009 12:00:00 AM

Confirmit reveals 'app store' ambitions for Flex

11/17/2009 12:00:00 AM

Confirmit is setting out to build the market research industry’s version of Apple’s iPhone App Store with its new ‘Flex’ offering that will allow for the development of plug-in functionality for its flagship survey software platform.

Confirmit reveals 'app store' ambitions for Flex

11/17/2009 12:00:00 AM

Confirmit reveals 'app store' ambitions for Flex

11/17/2009 12:00:00 AM

Confirmit reveals 'app store' ambitions for Flex

11/17/2009 12:00:00 AM

The nine steps to best practice customer insight

11/16/2009 12:00:00 AM

Nigel Grimes lists the key components of best practice insight, from strategic alignment to integration. Is your organisation executing them all?

The nine steps to best practice customer insight

11/16/2009 12:00:00 AM

Nigel Grimes lists the key components of best practice insight, from strategic alignment to integration. Is your organisation executing them all?

The nine steps to best practice customer insight

11/16/2009 12:00:00 AM

Nigel Grimes lists the key components of best practice insight, from strategic alignment to integration. Is your organisation executing them all?

The nine steps to best practice customer insight

11/16/2009 12:00:00 AM

Nigel Grimes lists the key components of best practice insight, from strategic alignment to integration. Is your organisation executing them all?

Intrawest Centrally Measures Guest Data from Ten Properties to Improve Customer Experiences

9/28/2009 12:00:00 AM

Dylan Roth, Director of Market Research and Lift Revenue Management, Intrawest

Intrawest Centrally Measures Guest Data from Ten Properties to Improve Customer Experiences

9/28/2009 12:00:00 AM

Dylan Roth, Director of Market Research and Lift Revenue Management, Intrawest

Intrawest Centrally Measures Guest Data from Ten Properties to Improve Customer Experiences

9/28/2009 12:00:00 AM

Dylan Roth, Director of Market Research and Lift Revenue Management, Intrawest

Intrawest Centrally Measures Guest Data from Ten Properties to Improve Customer Experiences

9/28/2009 12:00:00 AM

Dylan Roth, Director of Market Research and Lift Revenue Management, Intrawest

Confirmit Horizons Reviewed

9/7/2009 12:00:00 AM

By Tim Macer, Research Magazine, September 2009

Confirmit Horizons Reviewed

9/7/2009 12:00:00 AM

By Tim Macer, Research Magazine, September 2009

Confirmit Horizons Reviewed

9/7/2009 12:00:00 AM

By Tim Macer, Research Magazine, September 2009

Confirmit Horizons Reviewed

9/7/2009 12:00:00 AM

By Tim Macer, Research Magazine, September 2009

Feedback Is a Two-Way Street

6/26/2009 12:00:00 AM

Maybe it's because I work in the marketing industry, but whenever I receive a request for feedback, I always respond and relate my experience. Sometimes the experience was a terrific one; for example, when housekeeping at the New Yorker Hotel in Manhattan found and returned the phone charger I'd left in my room. Or it may have been a poor one, as at a Washington hotel that couldn't get any of my food orders right during my week-long stay.

Feedback Is a Two-Way Street

6/26/2009 12:00:00 AM

Feedback Is a Two-Way Street

6/26/2009 12:00:00 AM

Feedback Is a Two-Way Street

6/26/2009 12:00:00 AM

The Key To Keeping Customers Is Getting to Know Them

6/18/2009 12:00:00 AM

Carriers that get to know their customers well -- by effectively leveraging collected data and by simply listening to what they say -- have a huge advantage in a tough insurance market.

By Anthony O'Donnell

The Key To Keeping Customers Is Getting to Know Them

6/18/2009 12:00:00 AM

The Key To Keeping Customers Is Getting to Know Them

6/18/2009 12:00:00 AM

The Key To Keeping Customers Is Getting to Know Them

6/18/2009 12:00:00 AM

Differentiating Your Company in a Tough Market

5/1/2009 12:00:00 AM

Several years ago, while selling software in the British telecom market, I met the CMO of a smallish network operator. He described the issues his business was facing, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop, as he quickly abandoned his blase tone. However, his brutal honesty gave a young salesperson stark insight into the industry's attitude toward its customer base.

Differentiating Your Company in a Tough Market

5/1/2009 12:00:00 AM

Differentiating Your Company in a Tough Market

5/1/2009 12:00:00 AM

Differentiating Your Company in a Tough Market

5/1/2009 12:00:00 AM

Give It To Me Now!

4/9/2009 12:00:00 AM

In the Age of the Customer, customers demand attention.

Veruca Salt wanted her Oompa Loompa now. And, if you'll remember, she didn't want just any squirrel-she wanted a trained squirrel. At the time, it was perfectly understandable for Grandpa Joe to suggest, "What she wants is a good kick in the pants." Now, however, we've come into the age of the customer, and this customer-whether she's part of the "me generation" or not-expects her Oompa Loompa now, and her squirrel trained. She knows what she wants, and she intends to get it.

Give It To Me Now!

4/9/2009 12:00:00 AM

In the Age of the Customer, customers demand attention.

Give It To Me Now!

4/9/2009 12:00:00 AM

In the Age of the Customer, customers demand attention.

Give It To Me Now!

4/9/2009 12:00:00 AM

In the Age of the Customer, customers demand attention.

How Can We Help You?

4/6/2009 12:00:00 AM

What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?

Tim Phillips, in Research Magazine, April 2009

How Can We Help You?

4/6/2009 12:00:00 AM

What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?

Tim Phillips, in Research Magazine, April 2009

How Can We Help You?

4/6/2009 12:00:00 AM

What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?

Tim Phillips, in Research Magazine, April 2009

How Can We Help You?

4/6/2009 12:00:00 AM

What Are Companies Doing to Close the Loop Between Customer Research, Customer Feedback and Customer Service?

Tim Phillips, in Research Magazine, April 2009

EFM to Complete CRM If Done Right

3/9/2009 12:00:00 AM

By Brendan B. Read, Senior Contributing Editor, TMCNet

Jim Davies, a research director with Gartner points out that EFM is enabling real-time and event driven responses, thereby permitting much more accurate and actionable data. EFM solutions are improving through supporting more channels, better analytics, and robust technology stacks. The surveys are more personalized and customized.

EFM to Complete CRM If Done Right

3/9/2009 12:00:00 AM

By Brendan B. Read, Senior Contributing Editor, TMCNet

EFM to Complete CRM If Done Right

3/9/2009 12:00:00 AM

By Brendan B. Read, Senior Contributing Editor, TMCNet

EFM to Complete CRM If Done Right

3/9/2009 12:00:00 AM

By Brendan B. Read, Senior Contributing Editor, TMCNet

Confirmit Horizons Enables Multi-Channel EFM...But What's Next Could Get Interesting

2/4/2009 12:00:00 AM

By Bob Thompson, CustomerThink Corp.

Enterprise Feedback Management (EFM) technology is a proven way to "listen" to the voice of customers with surveys, and manage the distribution so that feedback generates action. While the vast majority of companies conduct surveys, most don't do enough with the data collected.

Confirmit Horizons Enables Multi-Channel EFM...But What's Next Could Get Interesting

2/4/2009 12:00:00 AM

By Bob Thompson, CustomerThink Corp.

Confirmit Horizons Enables Multi-Channel EFM...But What's Next Could Get Interesting

2/4/2009 12:00:00 AM

By Bob Thompson, CustomerThink Corp.

Confirmit Horizons Enables Multi-Channel EFM...But What's Next Could Get Interesting

2/4/2009 12:00:00 AM

By Bob Thompson, CustomerThink Corp.

Confirmit Sets Its Sights on the Horizon

2/4/2009 12:00:00 AM

The days of customers freely volunteering their time to respond to traditional surveying techniques is over. Consumers have grown increasingly busy and impatient -- yet remain incredibly valuable resources. That being so, the management and distribution of customer feedback throughout the enterprise is crucial -- at least according to enterprise feedback management (EFM) vendor Confirmit, which promises to close the feedback loop with Horizons, its new multichannel platform for feedback and market-research applications.

Confirmit Sets Its Sights on the Horizon

2/4/2009 12:00:00 AM

Confirmit Sets Its Sights on the Horizon

2/4/2009 12:00:00 AM

Confirmit Sets Its Sights on the Horizon

2/4/2009 12:00:00 AM

Feedback tool promises better customer experience

2/3/2009 12:00:00 AM

Enterprise feedback management firm Confirmit has released a new version of its platform for customer and employee feedback programmes. The software is designed to help firms better understand their customers, and therefore create better experiences.

Feedback tool promises better customer experience

2/3/2009 12:00:00 AM

Feedback tool promises better customer experience

2/3/2009 12:00:00 AM

Feedback tool promises better customer experience

2/3/2009 12:00:00 AM

Why attitude counts if you want loyal customers

1/26/2009 12:00:00 AM

-www.mycustomer.com, January 26, 2009

Poor service has a direct impact on new and repeat sales, and has a knock on effect on customer advocacy. So what can be done to improve customer experience in the long term if it is to become the key differentiator?

Many companies track key performance indicators (KPIs) to monitor the successes and failures within the business – including customer satisfaction and churn rates – but the data produced only tells you what has happened. It says nothing about the underlying drivers of these trends.

Why attitude counts if you want loyal customers

1/26/2009 12:00:00 AM

-www.mycustomer.com, January 26, 2009

Why attitude counts if you want loyal customers

1/26/2009 12:00:00 AM

-www.mycustomer.com, January 26, 2009

Why attitude counts if you want loyal customers

1/26/2009 12:00:00 AM

-www.mycustomer.com, January 26, 2009

Employees Are Customers, Too

11/12/2008 12:00:00 AM

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

That's because at Farmers' three contact centers in the United States, more than 6,000 agents field questions from the company's own insurance reps from across the country. They handle nearly 500,000 calls per month clarifying policy rules, troubleshooting technical issues, and providing expertise to local offices.

Employees Are Customers, Too

11/12/2008 12:00:00 AM

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

Employees Are Customers, Too

11/12/2008 12:00:00 AM

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

Employees Are Customers, Too

11/12/2008 12:00:00 AM

-www.1to1media.com, November 12, 2008

Contact center agents at Farmers Insurance Group never speak to customers, yet they're held to a higher standard than many agents who do.

Customer communities: Gathering data and reaping rewards

11/11/2008 12:00:00 AM

-www.mycustomer.com, November 12, 2008

Online communities are becoming an increasingly popular way of bringing customers into the fold. And, as Gary Schwartz discusses, information gleaned from these communities can also deliver tangible commercial value.

Customer communities: Gathering data and reaping rewards

11/11/2008 12:00:00 AM

-www.mycustomer.com, November 12, 2008

Customer communities: Gathering data and reaping rewards

11/11/2008 12:00:00 AM

-www.mycustomer.com, November 12, 2008

Customer communities: Gathering data and reaping rewards

11/11/2008 12:00:00 AM

-www.mycustomer.com, November 12, 2008

Ontario City Click with e-Democracy

11/10/2008 12:00:00 AM

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Ontario City Click with e-Democracy

11/10/2008 12:00:00 AM

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Ontario City Click with e-Democracy

11/10/2008 12:00:00 AM

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Ontario City Click with e-Democracy

11/10/2008 12:00:00 AM

-http://www.itbusiness.ca, November 10, 2008

Confirmit customer Delvinia Interactive creates a web portal that offers residents or an Ontario, CA town an opportunity to make their opinions count during Council's planning process.

Use Enterprise Feedback Management as a Customer Retention Tool

11/5/2008 12:00:00 AM

-www.xchangemag.com, November 5, 2008

Several years ago, while selling software into the British telecoms market, I met the CMO of a smallish network operator. He described the issues facing his business, and when I asked him his churn rate, he replied, almost casually, that it was "about normal for our industry: 37 percent." He must have seen my jaw drop, as he quickly retreated from the blasé nature of his disclosure. His brutal honesty gave a young salesperson stark insight into the industry's attitude towards its customer base.

Use Enterprise Feedback Management as a Customer Retention Tool

11/5/2008 12:00:00 AM

-www.xchangemag.com, November 5, 2008

Use Enterprise Feedback Management as a Customer Retention Tool

11/5/2008 12:00:00 AM

-www.xchangemag.com, November 5, 2008

Use Enterprise Feedback Management as a Customer Retention Tool

11/5/2008 12:00:00 AM

-www.xchangemag.com, November 5, 2008

Customer Service Involves More Than a Quick Quote

10/1/2008 12:00:00 AM

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Customer Service Involves More Than a Quick Quote

10/1/2008 12:00:00 AM

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Customer Service Involves More Than a Quick Quote

10/1/2008 12:00:00 AM

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Customer Service Involves More Than a Quick Quote

10/1/2008 12:00:00 AM

- www.insurancenetworking.com, October 1, 2008

Most P&C insurers differentiate nearly exclusively on price, a point proven by a quick online rate check.

Confirmit's Montreal Presentation: Rapid, Dense - Efficient?

9/24/2008 12:00:00 AM

- www.smrn.com, September 24, 2008

After Pat Molloy, chief strategist of Confirmit, had ravelled through his presentation in the "Parallel 2" hall of the Esomar congress, SMRN turned to the two people sitting at the same table. How did they perceive Pat's presentation, the second and last of the Scandinavian companies presented?

Most of all: were they potential clients? And what system would suffer from a migration, would that take place?

Confirmit's Montreal Presentation: Rapid, Dense - Efficient?

9/24/2008 12:00:00 AM

Confirmit's Montreal Presentation: Rapid, Dense - Efficient?

9/24/2008 12:00:00 AM

Confirmit's Montreal Presentation: Rapid, Dense - Efficient?

9/24/2008 12:00:00 AM

Calling It Quits

8/1/2008 12:00:00 AM

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Calling It Quits

8/1/2008 12:00:00 AM

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Calling It Quits

8/1/2008 12:00:00 AM

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Calling It Quits

8/1/2008 12:00:00 AM

- Destination CRM, August 1, 2008

Contact center agents are leaving in massive numbers -- attrition and absenteeism run rampant -- but there are ways to stem the tide.

Tracking Attitude is Good for Business

7/30/2008 12:00:00 AM

- ContactCenterWorld.com, July 30, 2008

It comes as no surprise to anyone in the business community that customer experience management has risen to the boardroom as a key business issue. Today's consumers might be bombarded with advertising campaigns and invitations to ‘switch provider' but they are far more likely to remain loyal to a brand, product or service based on good experiences. Poor service directly impacts new and repeat sales, with a knock-on effect on customer advocacy.

Tracking Attitude is Good for Business

7/30/2008 12:00:00 AM

Tracking Attitude is Good for Business

7/30/2008 12:00:00 AM

Tracking Attitude is Good for Business

7/30/2008 12:00:00 AM

EFM coming of age - but still long way to go

7/23/2008 12:00:00 AM

- Customer Strategy, July 2008

Enterprise Feedback Management is on the up and the vast majority of organisations now collect some kind of feedback from their customers - yet a tiny minority actually feed back on the feedback. Steve Hurst reports.

EFM coming of age - but still long way to go

7/23/2008 12:00:00 AM

EFM coming of age - but still long way to go

7/23/2008 12:00:00 AM

EFM coming of age - but still long way to go

7/23/2008 12:00:00 AM

Recession Strategy: Spend Money to Make Money (and Retain Customers)

5/5/2008 12:00:00 AM

- CustomerThink.com, May 5, 2008

The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I had to remortgage at a higher rate this year). Looks like we're in for a rough ride.

Recession Strategy: Spend Money to Make Money (and Retain Customers)

5/5/2008 12:00:00 AM

Recession Strategy: Spend Money to Make Money (and Retain Customers)

5/5/2008 12:00:00 AM

Recession Strategy: Spend Money to Make Money (and Retain Customers)

5/5/2008 12:00:00 AM

Hatching a Customer-Connection Plan

5/1/2008 12:00:00 AM

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

Hatching a Customer-Connection Plan

5/1/2008 12:00:00 AM

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

Hatching a Customer-Connection Plan

5/1/2008 12:00:00 AM

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

Hatching a Customer-Connection Plan

5/1/2008 12:00:00 AM

- DestinationCRM.com, May 1, 2008

Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.

Egg Customer Service Call Centre

4/3/2008 12:00:00 AM

- Customer Management Insight, April 3, 2008

John Jennick, Egg’s head of customer experience measurement, describes how capturing customer feedback during “moments of truth” has enabled the English bank Egg to create customers for life.

Egg Customer Service Call Centre

4/3/2008 12:00:00 AM

Egg Customer Service Call Centre

4/3/2008 12:00:00 AM

Egg Customer Service Call Centre

4/3/2008 12:00:00 AM

Customer feedback: Are you putting it to use?

3/14/2008 12:00:00 AM

- MyCustomer.com, March 14 2008

Despite the massive amount of customer feedback information available today, very little of it is being put to productive use. So why aren't firms using their customer insight to improve the likes of product development and processes?

Customer feedback: Are you putting it to use?

3/14/2008 12:00:00 AM

Customer feedback: Are you putting it to use?

3/14/2008 12:00:00 AM

Customer feedback: Are you putting it to use?

3/14/2008 12:00:00 AM

Targeting

2/14/2008 12:00:00 AM

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

Targeting

2/14/2008 12:00:00 AM

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

Targeting

2/14/2008 12:00:00 AM

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

Targeting

2/14/2008 12:00:00 AM

- NewMediaAge, February 14 2008

The days of sending the same email to all customers are gone. Now eCRM is about segmenting prospects and tailoring messages dynamically, reports Sean Hargrave.

The Ultimate Question to Life, the Universe, Business Success and Everything

2/1/2008 12:00:00 AM

- ICMI's Customer Management Insight, February 2008

The banks really do have it all figured out: "Past performance is no guarantee of future results". Communications from every investment bank and investment company carry that disclaimer.

So why do those same businesses manage their affairs by looking at past performance?

The Ultimate Question to Life, the Universe, Business Success and Everything

2/1/2008 12:00:00 AM

The Ultimate Question to Life, the Universe, Business Success and Everything

2/1/2008 12:00:00 AM

The Ultimate Question to Life, the Universe, Business Success and Everything

2/1/2008 12:00:00 AM

Confirmit Continues Strong Growth

1/25/2008 12:00:00 AM

- MRWeb.com, January 25, 2008

Online research software firm Confirmit has posted a 68% increase in revenue for the final quarter of 2007, including 38% organic growth. The Q4 total of $12.8m includes $2.5m consolidated revenue from the acquisition of MR software firm Pulse Train.

Confirmit Continues Strong Growth

1/25/2008 12:00:00 AM

Confirmit Continues Strong Growth

1/25/2008 12:00:00 AM

Confirmit Continues Strong Growth

1/25/2008 12:00:00 AM

Podcast on Enterprise Feedback Management (EFM)

1/7/2008 12:00:00 AM

- b-eye Business Intelligence Network, January 7, 2008

Gary Schwartz discusses how Confirmit's Feedback Management software enables organizations to gather actionable intelligence and gain insight into their businesses through customer, employee and industry feedback.

Podcast on Enterprise Feedback Management (EFM)

1/7/2008 12:00:00 AM

Podcast on Enterprise Feedback Management (EFM)

1/7/2008 12:00:00 AM

Podcast on Enterprise Feedback Management (EFM)

1/7/2008 12:00:00 AM

Customer Feedback: Will Egg's research Tactics Hatch at Citi?

12/30/2007 12:00:00 AM

- Bank Technology News, December 2007

There's much to admire in Egg's marketing machine, how it quickly gathers and implements client feedback. The trouble Citi confronts is whether the service translates into profits.

Customer Feedback: Will Egg's research Tactics Hatch at Citi?

12/30/2007 12:00:00 AM

Customer Feedback: Will Egg's research Tactics Hatch at Citi?

12/30/2007 12:00:00 AM

Customer Feedback: Will Egg's research Tactics Hatch at Citi?

12/30/2007 12:00:00 AM

Airmiles Gains Incremental Revenue by, Well, Asking for It

12/3/2007 12:00:00 AM

Timing is everything, especially in cross-selling efforts. British company Airmiles doesn't "sell" anything, but the company does rely on engagement and connecting its customers with the right products and services at the right time.

Airmiles Gains Incremental Revenue by, Well, Asking for It

12/3/2007 12:00:00 AM

Airmiles Gains Incremental Revenue by, Well, Asking for It

12/3/2007 12:00:00 AM

Airmiles Gains Incremental Revenue by, Well, Asking for It

12/3/2007 12:00:00 AM

Automated survey gets an attitude adjustment, revealing customer satisfaction levels

11/1/2007 12:00:00 AM

- Manufacturing Business Technology, November 1, 2007

In any service industry, getting timely input from customers can pave the way for future strategies and long-term goals. Enterprise feedback management (EFM) software offers another way to study, track, and measure customer attitudes.

Automated survey gets an attitude adjustment, revealing customer satisfaction levels

11/1/2007 12:00:00 AM

- Manufacturing Business Technology, November 1, 2007

Automated survey gets an attitude adjustment, revealing customer satisfaction levels

11/1/2007 12:00:00 AM

- Manufacturing Business Technology, November 1, 2007

Automated survey gets an attitude adjustment, revealing customer satisfaction levels

11/1/2007 12:00:00 AM

- Manufacturing Business Technology, November 1, 2007

Getting the most out of staff satisfaction surveys

9/1/2007 12:00:00 AM

- CallCentreHelper.com, September 2007

Are you talking to your staff on a regular basis to find out what they want and need from their jobs?
If you’re only speaking to them once a year, you could be losing out on valuable information and losing your staff to boot, says Gary Schwartz

Getting the most out of staff satisfaction surveys

9/1/2007 12:00:00 AM

Getting the most out of staff satisfaction surveys

9/1/2007 12:00:00 AM

Getting the most out of staff satisfaction surveys

9/1/2007 12:00:00 AM