Is Customer Service only a Cost-Factor?
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
Home for marketing and customer service professionals
Four ways to keep good employees engaged
The engagement levels of company employees can make all the difference between customer retention and defection.
Is Customer Service only a Cost-Factor?
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
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.
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...
You Are The Leader – Customer Excellence Begins With You
Your organization is like an engine – and you are the switch that can ignite excellence..
Why Customer Focus Differentiates
Discover the benefits of customer focus and the link with customer loyalty and profitability..
Customer Experience: Everything Is An Emotional Buy
More than satisfaction, customer emotion is the underpinning factor in the customer experience.
How to create a stable but dynamic Customer Environment
Evolution is the best proof for the fact that nothing is stable; constant change rules the world and constant changing customer requirements rule your business.
ALERD, Part 2: the new paradigm in dynamic customer surveying: Ask, Listen, Evaluate Response, Dialogue!
In part 2 of the article series ALERD, the new paradigm in dynamic customer surveying: Ask, Listen, Evaluate Response, Dialogue! – Michael Leander addresses the 7 most important considerations for increasing the value of ...
Leverage the Six Stages of Customer Loyalty: Attract Suspects and Convert Prospects
Customers become loyal to your company and its products and services one transaction at a time.
Customer satisfaction versus customer loyalty
Companies have much enthusiasm for customer satisfaction. Many see it as a way of making customers happy, and others look at measuring loyalty.
ALERD: The new paradigm in dynamic customer surveying.
ALERD = Ask, Listen, Evaluate Response, Dialogue! Innovative players across such industries as banking, insurance, financial services, publishing, media, telecom and utilities are opting out of the old fashioned static customer...
Maslow’s Theory Applies: Nurture Advocacy by “Tree” Rings Around Touch-Points
If you’ve ever taken a marketing course, or read marketing literature, you’re probably familiar A.Maslow.
23 Facts you can’t ignore about customers’ loyalty and satisfaction
These 23 facts that are probably the most important things to know about customer loyalty and customer satisfaction!