The Customer Institute

The Customer Institute is a website designed to provide answers to the most important questions for every business; namely, how is my customer asset doing? Is it getting better or worse? How can I improve it. This site will be the repository of customer data gathered from sources worldwide.

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Wednesday, June 27, 2007

Technology Industry Survey - part 2

As noted in my blog of June 25th that discussed a survey by Accenture regarding customer service and support in high technology industries, ...

Monday, June 25, 2007

The Technology Industry Service and Support

Accenture has issued their 2007 survey results for the technology industry. While I may discuss some of the gruesome details in another blo...

Saturday, June 23, 2007

The American Customer Satisfaction Index

There are almost as many consulting companies measuring customer satisfaction as there are companies who want to measure customer satisfacti...

Wednesday, June 20, 2007

Call Center Satisfaction Index

The University of Michigan has done it again. This time a group of faculty have formed a separate business called the CFI Group and have de...

Tuesday, June 19, 2007

The Customer Loyalty Ladder

I found a very interesting column in the Appleton Post-Crescent, June 18th about customers that made a lot of sense. The author of the arti...

Tuesday, June 12, 2007

The Value of Data

Sometimes we forget that our current knowledge base is built on previous work of some excellent minds. I am reminded of an article in the M...

Saturday, June 9, 2007

Online Impact on Customer Loyalty

A survey conducted by Zoomerang in May, 2007was based on 333 respondents aged 18 or over and who shopped on line at least once in the last y...

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Dr. Bill Bleuel

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