Customer Profile:
Customer-centric Innovation Keeps Chipmaker AMD Light on its Feet

New computers reach the market daily, demanding faster and better-performing processors. Amid constantly-shifting demand and a booming global market, AMD managed to grow in commercial acceptance quarter after quarter in 2006. Their secret lies in an enterprise-wide philosophy of customer-centric innovation, fueled by accurate, actionable customer intelligence.

Kevin Morgan of their Customer Satisfaction and Loyalty Improvement Program explains how customer feedback is helping AMD strengthen its business processes, metrics and systems.

Read the profile (registration not required)

The CustomerSat ACE Awards certify, acknowledge, and celebrate outstanding achievement in customer satisfaction maintained throughout the year.

Mark your calendar! ACE Award applications will be accepted from
July 1- September 30, 2007. More Details

Thought Leader:
The DNA of Customer Experience: How Emotions Drive Value

By Colin Shaw
Founder and CEO, Beyond Philosophy

Over 50 percent of every customer experience is based on emotion. Which emotions drive value? Which destroy it? Which emotions should your organization be trying to evoke?

Customer experience expert Colin Shaw, author of The DNA of Customer Experience: How Emotions Drive Value, identifies four clusters of emotions that can drive -- or destroy -- value.

Read the article (registration not required)

Article: Communications are Actions, Too! By Monica David VP of Professional Services, CustomerSat

Communicating with customers and your own employees is essential for continuous improvement. By sharing customer feedback, your action plans based on that feedback, and the benefits customers can expect, you confirm to your customers that their input is valued.

Read the article (registration not required)

New Study by CustomerSat and Loyalty Expert, Jill Griffin, yields valuable insights into customer churn, switching, and win-back.

CustomerSat Announces Partnership with Round: Delivers Dynamic 360° Customer Experience Management. Learn More

AMA Annual Marketing Research Conference: Sept. 23 - 26, Las Vegas, NV. One of AMA's largest and most popular professional development forums for market researchers, this conference is designed to develop the researchers' scope through a variety of activities. Learn More

SSPA Services Leadership Conference: Sept. 30 - Oct. 2, New Orleans, LA. Enabling Breakthrough Customer Success: Automation, Innovation, Transformation.

North American Conference on Customer Management: Sept. 30 - Oct. 3, Orlando, FL. The largest, all-encompassing customer management event delivering an unparalleled experience complete with headline speakers, corporate best practices, and new ideas for delighting your customers and driving growth. Learn More

Shared Insights: 3rd Annual Customer Contact Conference: Nov. 5 - 7, Phoenix, AZ. This conference is designed to meet the multi-disciplinary needs of customer care and service delivery professionals. Learn More