Engaging Loyal Customers to Evangelize Your Brand

BOSTON, MA, Oct 08 (MARKET WIRE) --
A recent study, "Customer Experience Management: Engaging Loyal Customers
to Evangelize Your Brand," conducted by Aberdeen Group, a Harte-Hanks
Company (NYSE: HHS), explores the undeniable customer centric shift that
is forcing all organizations to rethink customer engagement. "Measuring
the customer experience emerged as the number one strategy all
organizations will be implementing to mitigate challenges with customer
satisfaction and the need to improve customer retention," explains Ian
Michiels, Practice Director of Aberdeen's Customer Management Technology
Group and author of the study. "Ultimately, CEM requires a customer
centric shift in the way the entire organization thinks, not just
customer facing roles. The more organizations can link CEM with
improvements in business performance, the more valuable it will become to
inject resources into the organization to manage and improve the customer
experience; these may include technology investments, headcount additions
(to own customer experience improvement), or consultants." The findings
isolate organizations that achieve superior performance in customer
retention and customer satisfaction to identify how these organizations
grow and harvest customer advocates for new customer acquisition.

"Simply increasing communication with customers is not enough to improve
the customer experience. The organizations that are thriving in this
economy are creating superior customer experiences by showing customers
how their input, opinions, and experiences have been translated into
better customer experiences," explains Ian Michiels. "Every customer
experience is an opportunity to influence customer acquisition, customer
retention, loyalty, and advocacy." CEM strategies help define the
relationship between customer satisfaction, retention, loyalty, and the
brand.

A complimentary copy of this report is made available due in part by the
following underwriters: Cincom and Tealeaf. To obtain a complimentary
copy of the report, visit:
http://www.aberdeen.com/link/sponsor.asp?cid=6196.

Visit Research.Aberdeen.com for additional access to complimentary
Customer Management Research.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen provides fact-based research and market intelligence that
delivers demonstrable results. Having queried more than 30,000 companies
in the past two years, Aberdeen is positioned to educate users to action:
driving market awareness, creating demand, enabling sales, and delivering
meaningful return-on-investment analysis. As the trusted advisor to the
global technology markets, corporations turn to Aberdeen for insights that
drive decisions.

As a Harte-Hanks Company, Aberdeen plays a key role of putting content in
context for the global direct and targeted marketing company. Aberdeen's
analytical and independent view of the "customer optimization" process of
Harte-Hanks (Information - Opportunity - Insight - Engagement -
Interaction) extends the client value and accentuates the strategic role
Harte-Hanks brings to the market. For additional information, visit
Aberdeen or call (617) 854-5200, or to learn more about Harte-Hanks, call
(800) 456-9748.

Copyright 2009 Aberdeen Group, Inc., a Harte-Hanks Company
451 D Street, Suite 710
Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com

Media Contact:
Ian Michiels
Aberdeen Harte-Hanks
(925) 264-1824
ian.michiels@aberdeen.com

Copyright 2009, Market Wire, All rights reserved.

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