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  • When Customers Attack: The Psychology Behind the Upset Customer

    CustomerThink - Tricia Morris

    “Don’t make me angry. You wouldn’t like me when I’m angry….”

    What turns an otherwise mild-mannered customer into an ireful individual pushed past the limits of their patience? Says Guy Winch, a licensed psychologist and author of The Squeaky Wheel: Complaining the Right Way to Get Results, Improve Your Relationships and Enhance Self-Esteem, it all comes down to respect, or the feeling of a lack thereof – for the customer’s time, dignity or intelligence. This mirrors ClickFox’s latest Customer Tipping Points Benchmarking survey, which lists the issues customers find most frustrating.

  • ClickFox Turns Customer Metrics Into Usable Enterprise Data

    eWeek - Chris Preimesberger

    The behavior recognition engine enables enterprises to analyze incoming data from any customer interaction (Internet, in-store, telephone, CRM) and provide tracking of each customer's path in order to improve customer experience in general.

    Data analytics provider ClickFox on June 4 released a new version of its Pulse Customer Experience Analytics platform that it claims is easier and more intuitive to use for line-of-business employees.

  • ClickFox Democratizes Access to Big Data Insights With Customer Experience Analytics Version 6.4

    6-4-2012

    Analytics Engine Maps Customer Behavior to Business Drivers, Unifies Trends and Predictions Across Departmental Functions

  • First contact resolution a must for successful customer service

    BizReport - Helen Leggatt

    Great customer service can boost key online metrics and is important to success in today's social climate. As consumer expectations rise, tolerance for poor service decreases. ClickFox's second annual Consumer Tipping Points survey reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences.

    Have you ever contacted a customer service center and been passed from pillar to post, repeating your situation over and over again to different people in different departments? Many have, and it is this experience that respondents to ClickFox's Consumer Tipping Points survey found the most frustrating.

  • Customer Loyalty Programs: Stats, Facts and Opinions

    Business 2 Community - Shep Hyke

    For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the concepts do. Read them with the idea of how the concepts apply to your industry and company.

  • Marketing tech needs Don Draper to be more Cool, not just Critical

    Customer Think - Bob Thompson

    At Forrester's Customer Intelligence Forum in LA, they opened the conference with an interesting exercise -- Asking the audience to vote whether a well-known brand was "cool" or "critical." The results:  IBM – critical, Facebook – cool, Pandora and Spotify – critical, Adobe – critical, Salesforce – critical, Pinterest – cool, Apple – cool AND critical

    At the conference there were a amazing number of vendors exhibiting. Here is a tiny sampling of companies I managed to spend some time with, along with my quick assessment about whether they are cool or critical.

    ClickFox -- AFAIK, ClickFox is still the only company that offers true cross-channel analytics, versus multi-channel. Hugely important in complex contact centers that want to optimize the customer experience. CRITICAL

     

     

  • ClickFox: Apple reigns in customer loyalty

    MacNews

    ClickFox, a firm that analyzes behavior for more than 400 million consumer accounts, has announced the company's findings from its brand loyalty survey. April is customer loyalty month, and ClickFox's survey results shed light on what companies and industries consumers are most loyal to, as well as key drivers of brand loyalty.

  • Survey: Brands consumers love (Apple, Coca-Cola, Amazon and Google) and what drives loyalty

    CustomerThink - Bob Thompson

    ClickFox, a firm that analyzes behavior for more than 400 million consumer accounts, has announced the company's findings from its brand loyalty survey. April is customer loyalty month, and ClickFox's survey results shed light on what companies and industries consumers are ClickFox just released results from a brand loyalty survey. It won't shock anyone that Apple was the top pick, followed by Coca Cola in the second spot. Amazon and Google tied for third. Other top brands included Starbucks, Target and Microsoft.

  • Apple Tops Brand Loyalty Survey

    24/7 Wall St - Paul Ausick

    What consumers value most in a product are quality and customer service. Companies that succeed in creating a brand based on excellent quality and outstanding customer service can charge more for their products, get away with occasional goofs, and depend on their customers to promote the company with the zeal of a convert.

  • ClickFox Survey Reveals Apple Reigns in Customer Loyalty

    4-11-2012

    Brand Loyalty Survey Investigates What Keeps Consumers Coming Back

  • The biggest obstacle to embracing big data? You.

    GigaOM - Derrick Harris

    The technological hurdles to embracing big data are well known at this point — McKinsey & Co. predicted a shortage of nearly 200,000 skilled data analysts by 2018 — but an even bigger obstacle to achieving analytics nirvana might be overcoming a strong anti-data corporate culture. It’s easy to grasp the value of adopting big data techniques, but the changes required to listen to the data and, possibly, to transform a company’s business model take a little more work.

  • Sprint Uses ClickFox Analytics for Customer Satisfaction Assurance

    SiliconANGLE - Maria Deutscher

    Research firm Gartner released an interesting case study that covers Sprint’s use of analytics to keep its customers happy. What the carrier calls the ‘holistic voice of the customer program,’ or VoC for short, is running on ClickFox‘s famed BI software. The big data solutions maker’s portfolio focuses on measuring customer behavior, and providing insight from that via a more comprehensive view of things. That encompasses aspects from social media reactions to the reasons behind calls made to a customer support department.

  • How Big Data Will Roil the Business World

    ITBusinessEdge - Mike Vizard

    Most businesses are little more than collections of fiefdoms presided over by one C-level executive or another. The fiefdoms these executives preside over are usually tied to some central function, such as marketing, finance or manufacturing. But within each fiefdom are any number of principalities presided over by someone who is in charge of a specific function. The one thing that all these fiefdoms and principalities have in common is that they tend to husband data, because, after all, information is power.

  • Big Data: the Perils, the Promises and a Couple Use Cases

    CMSWire - Virginia Backaitis

    There are many use cases for Big Data that have nothing to do with getting people to click on ads. Clickfox, for example, has used Big Data and analytics to provide a major telecommunications company with the insight necessary to effectively assist its customers over the web Vs. needing to dial a toll free number because their internet-based “help yourself” service was so ineffective.

  • 6 Questions on Customer Centricity with ClickFox

    Billing & OSS World - Danica Cullins

    Joe Galvin, CMO, is interviewed about Customer Centricity as a part of a series with B/OSS Publisher Danica Cullins around pertinent industry matters, called "6 Questions." Invited responses to six uniform questions will be published regularly on the B/OSS website.

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