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ArticleFirms employ ECEM systems to monitor all phases of interaction with customersJohn Chisholm|February 1, 2002
ArticleResearch uncovers new markets, new directions for ColemanCara Woodland|December 1, 2001
ArticleHamilton Beach talks to consumers before introducing small appliance lines in Mexico and EuropeJoseph Rydholm|November 1, 2001
ArticleOngoing satisfaction measurement adds to Japanese janitorial firm's bottom lineSteven Lewis|October 1, 2001
ArticleLong John Silver's relies on IVR to measure customer opinionsGene Stefaniak, Z.R. Tasby, Bruce Westcott|October 1, 2001
ArticleResearch for Mexican e-com site shows impact of cultural factorsJ.P. Theberge|July 1, 2001
ArticleEye-tracking helps fine-tune AT&T's customer service siteSandra Marshall, Maritza DiSciullo, Tim Drapeau|July 1, 2001
ArticleStudy helps develop ticket options for Kennedy Space Center Visitor ComplexWilliam Bailey|May 1, 2001
ArticleUse of the Kano method keeps Honeywell attuned to the voice of the customerKaren Goncalves, Michelle Goncalves|April 1, 2001
ArticleAd agency uses focus groups to help reposition Duke's mayonnaiseDick Scott|March 1, 2001
ArticleAdvertising movies during the Super BowlDon Bruzzone, Dan Rosen|March 1, 2001
ArticleSurveys keep tabs on Washington Gas customers in wake of deregulationJoseph Rydholm|February 1, 2001
ArticleU.K. mystery shopping program makes sure songwriters get their royalty paymentsVivian Helm|January 1, 2001
ArticleChrysler dug deep with archetype research to shape its PT CruiserJoseph Rydholm|December 1, 2000
ArticleSyndicated survey monitors airline performance around the worldJoseph Rydholm|November 1, 2000