Is Behavioural Science a Key to Luxury Loyalty?
Although the luxury car market has historically been considered ‘recession proof’, the current economic crisis has sent many makers’ sales plummeting.
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Where Measurement Begins
Posted December 15th, 2011 by David Slavick
Proof that you are changing customer behavior has to start somewhere. How do you measure a relationship? It sounds awfully complicated to quantify. But you don’t have to measure everything at once. If you choose your measuring sticks thoughtfully, you’ll have results that not only keep the gears greased in the short term but propel [...]
Customer Experience
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Fathoming Amazon: 9 Things to Know (Infographic)
Posted November 21st, 2011 by TeleFaction A/S
The guys over at Frugaldad have been thinking about Amazon recently, and with good reason. The story of its growth in the last 17 years can only be compared to the thunderous rise of Walmart. And in some ways, the curve is steeper: the million-title-bookseller turned world’s-largest-retailer hit the $50 billion sales mark in half [...]
Customer Experience
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What Steve Jobs Taught Us About Loyalty
Posted October 17th, 2011 by Jim Sullivan
I think a few words on the impact Steve Jobs, founder of Apple, had on the concept of customer loyalty – and life – are in order. Consider this a tribute to him and his memory as it relates to all of us in the loyalty business. If you consider how Jobs thought, you might [...]
Operations
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A look into conferences: How do they impact your ROI?
Posted August 15th, 2011 by Andreas Wessel Knaack
One of the consequences of the financial crisis is an increased focus on how the companies spend their resources on training and conferences. This has created a renewed debate on the real value of attending conferences..
Operations
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Putting C-Sat Data into Action
Posted June 8th, 2011 by Greg Levin
Author and speaker Greg Levin puts it this way – “Finding fresh water in the middle of the desert doesn’t help you – unless you drink it”.
Customer Experience
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50 Facts about Customer Experience
Posted October 26th, 2010 by James Digby
Going Beyond Behavioral Loyalty
Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer.
Five Strategies For Guaranteeing Customer Loyalty
Customer retention has always been one of the most cost effective ways to increase business revenue.
Key Consumer Trends for an Uncertain 2009
Against a global background of citizens and businesses being shaken rudely into uncertainty by the economic crisis, Mintel has forecast the five main ways in which consumers are likely to adapt and make the best of 2009.
Your company’s bottom line is tied to customer satisfaction
You can measure your company’s value by your customer service!
Defining Your Customer Service Culture
Organizations go to great lengths to differentiate themselves from one another, usually at much expense.
Customer Expectations vs. Customer Needs
The first rule of stellar service delivery is: Service is all about expectations..
Going Beyond Behavioral Loyalty
Loyalty is the result of repeated customer satisfaction and normally the indicator for a win-win situation between the company and the customer. But not so fast! Loyalty does not always have the same wellspring as there are dif...
Customer Focus in a Slow Economy
In these tough and challenging times, getting the customer experience right is critical…
The Most Important Customer Service Question
If marketing is the fuel for your business then customer service is the octane…
You Are The Leader – Customer Excellence Begins With You
Your organization is like an engine – and you are the switch that can ignite excellence..
Building Loyalty – 5 Steps to Succeeding in Difficult Times
Consistently deliver a truly awesome customer experience each and every day..
Pitfalls in customer surveys
“Our customer satisfaction doubled in comparison to last year”. “Our customers are the most satisfied throughout the industry”. “95% of our customers consider our service excellent”.
Is Your CRM System Doomed To Fail?
Make your CRM implementation a success by first defining the rules of use..
5 Traits You Cannot Teach In Customer Service
There are some character traits that cannot be taught in Customer Service..
Why Customer Focus Differentiates
Discover the benefits of customer focus and the link with customer loyalty and profitability..
Embrace Your Customer’s Complaints
Delivery of high quality customer service is, in truth only as complicated as, we the deliverers make it. And my, don’t we often make it complicated..