OgilvyOne's Customer Futures Releases Free Report on Customer Experience in the Recession

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International network of CRM experts has today published a free report which aims to help firms retain their customers in an economic downturn.

The Importance of the Customer Experience in a Down Economy

Customer Futures releases free report on Customer Experience in the Recession

Customer Futures, the international members-based network to the improvement of customer experience which is owned by OgilvyOne Worldwide, has today published a free report which aims to help firms retain their customers in an economic downturn.

Early on in the current economic crisis, Customer Futures' MD Peter Lavers teamed up with his San Francisco-based associate, John Todor of The Whetstone Edge, to commission some of the world's top experts in Customer Experience Management (CEM) to write short papers on "how not to lose customer focus when difficult decisions have to be made". They did this for the benefit of Customer Futures members around the World.

The resulting publication "The Importance of the Customer Experience in a Down Economy" was originally designed for Customer Futures' membership, but was felt to be sufficiently insightful and useful to be deserving of much wider distribution.

Peter Lavers says: "We think the report is essential reading for all business people who are facing tough decisions at the moment. It contains numerous nuggets of good sound advice from 18 different contributors who are some of the World's most respected experts in the field."

The report can be downloaded completely free from: http://www.customerfutures.com

Readers are also being encouraged to discuss and debate the issues raised in the report in the online forum on the same site.

Lavers adds: "I believe it will help professionals make the 'right' tough decisions, not ones that will alienate their customer bases and so cause prolonged suffering even when good times return. I hope it also helps those same readers influence others regarding the importance of customers - and the staff that serve them - in these trying times."

John Todor says: "Historical evidence indicates that there are always winners and losers in down economies. The winners act to create competitive differentiation that is meaningful and valued by customers. Losers focus internally on cost-containment and efficiency. This report provides critical insights into how the recession has impacted what customers' value and how they make decisions. The insights and advice in the publication will help businesses get beyond coping and proactively focus on thriving."

Please contact: Kevin Whitlock, head of communications at Ogilvy Group UK on +44 (0)20 7309 1114


About Customer Futures

Customer Futures Learning Forums consist of small groups of non-competing businesses, meeting quarterly to address members' priority agendas. The Forums feature thought-leading international speakers and local member case-history experiences, and encourage open discussion to deliver learning, insight and experience in the field of Customer Experience Management (CEM).

They are coordinated by local market Facilitators and supported by a central Customer Futures team, an interactive website and online global community.

About John Todor and The Whetstone Edge

John Todor is a principal of The Whetstone Edge, LLC, a customer centric consulting firm that helps clients build customer equity by engaging customers online via social media and delivering compelling offline customer experiences.

His insights are based on an ongoing analysis of how changes in technology, the marketplace and society impact what customers' value and how they make decisions. Their methodologies turn these insights into actionable strategies that help client companies nurture customer relationships that lead to sustainable profits and growth.

John uniquely combines two perspectives for developing win-win relationships between companies and their customers. During his tenure as a professor and research scientist at the University of Michigan and the University of California, Berkeley, he investigated how people learn and make decisions. As a business owner, executive and consultant he has faced the realities of turning a profit. He is the author of three books on related topics: Get with it! The Hands-on Guide to Using Web 2.0 in Your Business; Addicted Customers: How to Get Them Hooked on Your Company; and, Winning Mindshare: The Psychology of Personalization and One to One Marketing.


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Kevin Whitlock
Ogilvy Group UK
44 (0) 207309 1114
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Peter Lavers
Customer Futures
44 (0) 207 566 7034
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