In an unfavourable economic climate, companies must focus more than ever on superior customer experiences.
Study finds word-of-mouth’s impact on loyalty
September 27th, 2009Study finds word-of-mouth’s impact on loyalty
September 27th, 2009In an unfavourable economic climate, companies must focus more than ever on superior customer experiences that retain customers and create positive word-of-mouth (WoM), according to the findings of a Net Promoter-based study into the B2C wireless market by Satmetrix. Read the rest of this entry »
Customer Expectations vs. Customer Needs
September 26th, 2009The first rule of stellar service delivery is: Service is all about expectations.. Read the rest of this entry »
Customer Expectations vs. Customer Needs
September 26th, 2009The first rule of stellar service delivery is: Service is all about expectations..
Barring “Unknown Unknowns,” 2008 Will Be the Year of Customer Valuation
September 26th, 2009Customer valuation has traditionally been a tantalizing customer management tool—full of untapped promise. This will be the year it comes into its own, I predict. Read the rest of this entry »
Creating and Feeding the Customer Management Strategy
September 26th, 2009Businesses stand to reap massive rewards by regularly reviewing strategies that enable them to create value for their customers. Read the rest of this entry »