How much does bad customer service cost?
According the results from a recent survey completed by Greenfield Online, bad customer service seems to pose a big problem – over $338.5 billion a year. Read this »
War in the Boardroom
As marketing professionals, we spend way too much of our time trying to sell our ideas to top management. Read this »
Customer Metrics Every Organization Should Track and Measure
The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. Read this »
How to Completely Restore Customer Confidence After Things Go Wrong
Author Myra Golden looks at a case study of how you can still win back customers after things go wrong – by using the power of customer service. Read this »
Happy Employees Means Happy Clients
It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. Read this »
Customer Psycho-Economics In An Economic Crisis
Stress, confusion, uncertainty and even fear—these emotions are surging in the customer because of the economic crisis. Read this »
Personality Traits of B2B Decision Makers
When we want to get inside our prospective and current customers’ heads, we can be on the lookout for five traits that help build context. Read this »
Apostles and Terrorists – Understanding Customer Loyalty
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read this »