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Top : Customer Loyalty and Retention Strategies: It's much less costly to generate customer loyalty and RETAIN customers than to spend marketing money to attract new customers. Here you'll find discussions of approaches to customer retention and customer loyalty.
Articles:
Value Propositions - by naResponding quickly to customer choices, Bovet and Martha argue, requires a new approach to business design -- a strategic model that revolves around the creation of "value nets." Over the past year, the two men have studied 30 companies with products that range from office furniture to footwear, from auto insurance to cement. Their conclusion: The combination of demanding customers and Web-enabled business models is making the old supply chain obsolete -- and is creating something far more compelling. (Added: 12-Jul-2005 Hits: 996 )
How to Define and Measure The Cost of Repeat Calls - by Rosanne Dausilio PhD
First Call Resolution is the #1 Driver of Customer Satisfaction/Loyalty. (Added: 25-Jul-2011 Hits: 87 )
Turn Customers Into Stark Raving Advocates With a Customer Development System : Marketing :: American Express OPEN Forum - by John Jantsch
As you read this, engage your critical thinking and see how many small exaggerations, assumptions unstated, and small falsehoods are in this article. The goal of a business is to create a customer, but the goal of a healthy, growing business it to create a customer that also creates customers. The way to do this is to make sure you over-deliver and create an experience that exceeds expectations so your customers have little choice but to tell their friends and colleagues. (Added: 28-Aug-2010 Hits: 412 )
Don't Focus on the Customer; Engage the Customer - by Pam McGee
How does customer engagement translate into customer loyalty? Read this article for the answers. You'll learn that the traditional ways of engaging your customer (such as using surveys) will not guarantee customer loyalty. (Added: 29-Mar-2010 Hits: 782 )
Do customers have higher customer service expectations now as compared to twenty years ago? - by Robert Bacal
It's true that customer expectations about customer service have increased and the bar has been raised. Learn about it here. (Added: 21-Oct-2006 Hits: 788 )
How To Keep Customers - by Alan Fairweather
Who was it that said - "The customer is always right"? Well for those of you who can't get through the day without knowing, it was H Gordon Selfridge, the founder of Selfridges's department store in London. The question I want answered is; did he ever work with customers on day-to-day basis and if so, was he some kind of saint? Let's face it; customers can be a real pain in the neck. (Added: 11-Jul-2010 Hits: 604 )
Don't Cut All the Carbs - Customer Loyalty - by VICKI L. JAMES
Developing an effective customer loyalty program requires that the following essential carbs be included in the process: Customer information Analysis ROI Balance (Added: 27-May-2005 Hits: 1224 )
Don't Stop at Satisfaction When Building Loyalty - by Mila D'Antonio
Customer loyalty is becoming volatile. Companies are growing more concerned about losing customers and the cost of replacing them is the highest it's ever been. Many companies, however, think that if their customers are satisfied, then they will be loyal. Wrong. On Monday Bruce Temkin, managing partner of the Temkin Group, blogged about "The Loyalty and Satisfaction Misconception." In his post he explained that loyalty is not the opposite of dissatisfaction and that to foster loyal customers, organizations must identify the drivers of loyalty across channels. (What if customer loyalty is so volatile, it's virtually impossible to impact? Your customer service question of the moment) (Added: 22-Aug-2010 Hits: 498 )
Customer Service Newsletter - by na
Customer satisfaction has long been the predominant measure of a company's success. While it's important to satisfy the customers your business serves, perhaps the most important measure of success for businesses' large and small's customer loyalty. It is customer loyalty, derived from consistent efforts to deliver customer satisfaction, which leads to an increase in sales, referrals, and profits. So how do you secure customer loyalty? (Added: 17-Dec-2010 Hits: 291 )
11 Key Customer Loyalty Trends for 2011 | Business 2 Community - by na
“2011 may well be called the year of customer loyalty,” says Mark Johnson, CEO of Loyalty 360 – The Loyalty Marketer’s Association. “In today’s crowded marketplace, creating loyal, engaged customers is more important —- and more challenging — than ever. That is why we are going to see a number of key trends unfold over the next year.” Johnson predicts these key trends will dominate the Loyalty Marketing Industry in 2011: (Added: 13-May-2011 Hits: 207 )
17 Ways to Build Customer Loyalty - by David Hakala
Customer loyalty is the holy grail of CRM. It is not just a matter of how many products customers buy from your company; real loyalty is measured in terms of how often customers return and how frequently they refer new customers. The following best practices can help build the kind of loyalty that every company strives for. (Added: 26-Dec-2010 Hits: 429 )
Should All Your Customers Be Retained? - by ANDREW GREENYER
If a company is to spend its limited marketing budget on customer retention, such expenditures should be directed at those with the greatest potential lifetime value. Statistical models can be used to predict customer churn and future revenue from each customer. (Added: 30-May-2005 Hits: 1242 )
Being Unique Only Gets You So Far - by Whitney Satin
Building loyalty with your customer experience is simple: identify a benefit your company provides that differs from that provided by the competition and deliver. Sounds easy enough. So why do B2B marketers get this right only 14% of the time? Let’s assume we’re beyond the “innovative reliable partner” language and have identified a benefit that our company can claim is 100% unique. The next questions to ask become: 1) do customers care about the unique benefit? and 2) do we actually deliver on the promise of the benefit? (Added: 8-Jan-2010 Hits: 560 )
When Happy Customers Walk Away - The satisfaction-loyalty disconnection - by na
There is a frightening disconnect between measured satisfaction and customer loyalty. For many years, senior living managers have performed customer satisfaction surveys to measure how happy various customers and consumers are with their communities. These surveys have taken many forms, but the results have been remarkably similar - customers and consumers seem quite satisfied, or happy. Another fact, however, is that satisfied customers are not predictably loyal (Added: 22-Jan-2006 Hits: 1086 )
Customer Service Hangs Up - by Washington Post
Sprint Nextel is disconnecting service to about 1,000 subscribers who call customer service excessively, company spokeswoman Roni Singleton said. The terminated contracts represent a tiny fraction of Sprint's 53 million subscribers, and it's the first time the Reston company has used the measure. (Added: 13-Jul-2007 Hits: 778 )
The Right Route to Loyalty - by R. Ganeshram
The vice president of customer loyalty services for UnumProvident Corp. tells how revamping its call center operation has insured customer satisfaction (Added: 27-Jun-2005 Hits: 1388 )
Ten Tips for Long-Term Client Retention - by n a
Attracting and retaining clients is essential to the success of any business. Long-term clients are likely to feel more satisfied, are more likely to refer others, and are more likely to purchase additional products and services from you. Here are 10 solid strategies for retaining your long-term customers and making sure your new customers stick around. (Added: 7-Mar-2006 Hits: 1607 )
How to get every customer recommending you. - by Guy Letts
Retaining customers and gaining their personal recommendation is tremendously valuable for business. But these benefits are not achieved through warm words or processes. They are achieved through leadership, through people and through action. (Added: 25-Jul-2011 Hits: 106 )
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