February 16th, 2010
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 the rest of this entry »
Tags: Attrition Rate, Customer Attrition, Customer Centricity, Customer Experience Management, Customer Loyalty, Customer Retention, Customer Trust, Edge Of Chaos, Emmett C Murphy, Equity Share, Executive Dashboard, Existing Customers, Key Performance Indicators, Leading Indicators, Lifetime Value, Management Capabilities, Metrics, Rogers Group, Senior Executives, Share Of Wallet
Posted in Edition 20 | No Comments »
September 27th, 2009
The engagement levels of company employees can make all the difference between customer retention and defection.
Read the rest of this entry »
Tags: Absenteeism, Cornerstones, Customer Loyalty, Customer Relationships, Customer Retention, Defection, Direction, Downturn, Economic Times, Economy, Employee Engagement, Integrity, Internal Communications, Investments, Key Areas, Milloy, Point Checklist, Recession, Speculation, Strategy Consultant, Workforce, Worry
Posted in Edition 14 | No Comments »
September 26th, 2009
Customer retention has always been one of the most cost effective ways to increase business revenue. Read the rest of this entry »
Tags: Amp Company, Bob Lucas, Brand Recognition, Business Revenue, Customer Loyalty, Customer Needs, Customer Retention, Economic Times, Excessive Amounts, Firestone Ford, International Consulting Firm, Jc Penny, Macy, Market Presence, Maytag, Ninety Five, Return On Investment, Sears, Successful Companies, Time Money, True Concern
Posted in Edition 13 | No Comments »
September 26th, 2009
Customer retention has always been one of the most cost effective ways to increase business revenue. Read the rest of this entry »
Tags: Amp Company, Bob Lucas, Brand Recognition, Business Revenue, Customer Loyalty, Customer Needs, Customer Retention, Economic Times, Excessive Amounts, Firestone Ford, International Consulting Firm, Jc Penny, Macy, Market Presence, Maytag, Ninety Five, Return On Investment, Sears, Successful Companies, Time Money, True Concern
Posted in Edition 12 | No Comments »
September 26th, 2009
More than satisfaction, customer emotion is the underpinning factor in the customer experience. Read the rest of this entry »
Tags: Academic Research, Coffee Shop, Colleague, Cup Of Coffee, Customer Experience, Customer Loyalty, Customer Retention, Customer Satisfaction, Emotion, Emotional Reaction, Emotions, Empirical Evidence, Gut Reaction, Instinctive Response, Intuition, Loyalty Card, Pros And Cons, Rational Thought, Reflection, Service Provider, Service Quality, Shopping Centre
Posted in Edition 09 | No Comments »
September 26th, 2009
Customer loyalty is widely accepted as being worth nurturing, but what are the main business factors that directly influence the loyalty of your customers? Read the rest of this entry »
Tags: Building Customer Loyalty, Business B2b, Business Factors, Customer Lifetime Value, Customer Relationships, Customer Retention, Customers Needs, Gimmicks, Influence Consumers, Influence Customer, Key Areas, Loyal Customers, Loyalty Card, Loyalty Programmes, Moulding, Nordstrom, Profitability, Relevant Customer, Time North, Volume Ii
Posted in Edition 07 | No Comments »
September 26th, 2009
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction! Read the rest of this entry »
Tags: Adele, American Banks, Contact Center, Customer Defection, Customer Experience, Customer Experiences, Customer Loyalty, Customer Retention, Customer Satisfaction, Customer Service Strategy, Defection Rate, Dissatisfied Customers, Existing Customers, Good Customer Service, Inbound Service, Mckinsey, Retail Bank, S Sales, Six Times, Typical Company, Unhappy Customers
Posted in Edition 05 | No Comments »
September 25th, 2009
In a lot of discussions I have with clients and potential customers one question always comes up – why are the call centers merely regarded as cost centers?
Read the rest of this entry »
Tags: Accurate Data, Actionable Intelligence, Added Value, Biases, Business Intelligence, Conventional Method, Customer Experiences, Customer Relations, Customer Retention, Customer Service Agents, Delivering Service, Electronic Channel, Measurement Methodology, Measurement Program, Paragraphs, Qualitative And Quantitative Data, Research Analyses, Satisfaction Measurement, Survey Programs, Web Surveys
Posted in Edition 03 | No Comments »
September 25th, 2009
This article provides you with hardcore facts, that any contact center manager, marketing manager, call center manager and CEO cannot ignore.
Read the rest of this entry »
Tags: American Banks, Competitive Advantage, Contact Center, Customer Defection, Customer Experience, Customer Experiences, Customer Projects, Customer Retention, Customer Service Conferences, Customer Service Strategy, Defection Rate, Good Customer Service, Inbound Service, Management Consultants, Manager Marketing, Marketing Management, Marketing Manager, Mckinsey, Retail Bank, S Sales
Posted in Edition 01 | No Comments »
