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AFP eWire
October 6, 2008
Arthur Makar |
Book Review: The Ultimate Question What do nonprofits and for-profits have in common? In The Ultimate Question, written by Fred Reichheld, director emeritus and fellow at Bain & Company, customer loyalty is at the core of creating and maintaining successful relationships with constituencies.   |
CIO
January 1, 2002
Edward Prewitt |
How to Build Customer Loyalty in an Internet World CRM is not altogether awful. It's just that, too often, the standard CRM practices lead to vexation or worse from customers, not loyalty. |
CRM
November 1, 2006 |
The Pulse: Does Your Contact Center Measure Customer Satisfaction, Customer Loyalty, Neither, or Both? 0%: We only measure customer loyalty... 19%: We only measure customer satisfaction... etc. |
Bank Systems & Technology
August 4, 2004
Ivan Schneider |
The Metric System One banker comes up with a formula for deciding whether your CRM investment is paying off. |
CRM
June 18, 2015
Michael Cholak |
Just How Important Is Customer Service to Customer Loyalty? It turns out other factors are bigger. But here's why it matters. |
HBS Working Knowledge
Jim Heskett |
Are Customer Loyalty Initiatives Worth the Investment? How many times have you heard that it costs several times more to attract a new customer than keep an existing one? Or that satisfied, loyal customers become more and more profitable over their lifetime as they purchase new products, updates on old ones, supplies, and services, all the while recruiting others to do the same? |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
Inc.
September 2006
Darren Dahl |
Would You Recommend Us? Perfect your service by asking the only question that matters. |
CRM
January 30, 2015
Michael Hvisdos |
The Surprising Key to B2B Customer Loyalty Unless we change internal structures and turn to market strategies that make it easy for our customers to do business with us, we can't expect them to remain loyal. |
CRM
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
HBS Working Knowledge
March 6, 2006 |
A Satisfied Customer Isn't Enough An excerpt from Fred Reichheld's new book, The Ultimate Question: Driving Good Profits and True Growth, which offers a system called the Net Promoter Score that helps rate customers based on their view of your company. |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
CRM
August 2003
Paul Greenberg |
Customer Loyalty? Get Over It. Customer Satisfaction? Way To Go. True loyalty is rarely attainable, so set your sights on something within reach: satisfaction. |
HBS Working Knowledge
March 29, 2004
Jim Heskett |
Summing Up: Are Customer Loyalty Initiatives Worth the Investment? A sumary of two previous articles on the subject of customer loyalty initiatives. Are they worth the investment? Different opinions and views on the subject. |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
CRM
July 2013
Kelly Liyakasa |
Earning Fans from the Inside Out Kirk Kazanjian, marketing and brand expert and author of Driving Loyalty: Turning Every Customer and Employee into a Raving Fan for Your Brand, gave a few secrets to driving the kind of company culture that focuses on customers and employees foremost. |
InsideFlyer
September 2014 |
InsideEdition Recently, research by Environics asked 1,000 Canadians to select which of the 23 top loyalty programs they used to earn loyalty rewards in the past three months. |
CRM
January 1, 2006
Lior Arussy |
Is Your Product Really That Great? Loyalty programs won't work if a company's core product or service is perceived to have little or no value. |
CRM
August 2012 |
The 2012 CRM Influential Leaders Each in this impressive lineup of persuasive people is certainly deserving of this year's Influential Leader award. |
HBS Working Knowledge
November 3, 2011
James Heskett |
The Ultimate Question in Management In their book, Fred Reichheld and Rob Markey remind us of the simplicity of the Net Promoter Score. It's the product of answers to one question, "How likely is it you would recommend us to a friend?" |
Job Journal
December 9, 2007
Michael Kinsman |
Not Much Loyalty Left Corporate America has reached a lamentable labor-market milestone, with employees eager to change jobs now outnumbering those who plan to stay at their posts. Here are some ways companies can try to rebuild worker loyalty. |
CRM
June 2015
Paul Greenberg |
It's Time to Rethink Customer Lifetime Value Look past transactions to interactions |
HBS Working Knowledge
March 8, 2004 |
Readers Respond: Are Customer Loyalty Initiatives Worth the Investment? A discussion on customer loyalty and incentives for being a loyal customer. |
Entrepreneur
February 2007
Melissa Campanelli |
Back for More Why try to rope in new customers when your regulars are far more likely to buy? A loyalty program will keep repeat visitors clicking. |
Fast Company
October 2005
Jena McGregor |
The Art of Service Meet the winners of our second-annual Customers First Awards, the folks who really know what it takes to keep customers happy--and coming back. |
CRM
October 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
CRM
April 27, 2012
Ashish Gambhir |
How Customer Intelligence Drives Loyalty Listening to -- and acting on -- consumer comments is the best strategy. There is no better place to learn how best to execute changes than from online guest feedback. |
AskMen.com
Mr. Mafioso |
9 Ways To Prove Your Loyalty Today's lesson is about loyalty. If you know anything about "my world," it's that loyalty is right up there with respect as one of the most important traits a made man can have. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
IndustryWeek
June 1, 2006
John Teresko |
Performance Measurement: GE Asks The Ultimate Question The GE business unit, which focuses on equipment-based financing and leasing, provides an example of how the corporation engages the customer experience in a continuous-improvement process. |
Entrepreneur
March 2006
Mark Henricks |
Do the Math Business book advice: The "net promoter score" can help boost your sales, according "The Ultimate Question." And "Dealing With Darwin" says that long-term success requires learning to survive in changing environments. |
CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
PHONE+
Don Farrell |
Use the 3 Rules in Loyalty Sales Calling, Drive the Greatest Revenue Results Loyalty, vs. any other adjective or adverb you can come up with, is the best way to approach selling your potential clients for immediate and long-term results. |
Financial Planning
September 1, 2006
Elizabeth O'Brien |
Clients: Fickle to Faithful A new survey shows just exactly what financial planning clients value -- and what it takes to earn their loyalty. |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
InsideFlyer
October 2013 |
60 Seconds with Christopher Barnard, President of Points Launched in 2000, Points.com is an online loyalty wallet that allows loyalty program members to track, trade, exchange and redeem their points, miles and awards from many of the world's loyalty programs. |
Job Journal
January 22, 2006
Michael Kinsman |
Career Pros: Loyalty on the Rise Employers and employees are rediscovering loyalty. |
Financial Planning
June 1, 2008
Julie Littlechild |
Is Loyalty Enough? When it comes to client relationships, though, client loyalty should not be the primary objective. |
CRM
December 26, 2014
Adam Hanft |
The Psychology of Loyalty What every small business owner needs to know. |
CFO
July 1, 2006
Russ Banham |
Angry and Bored? You Must Be a Customer Finding out what customers really think is a crucial first step toward an improved bottom line. New technology may help. Online surveys offer speed and convenience to both the companies creating them and the customers responding to them. |
CRM
May 10, 2013
Syed Hasan |
Choose a Winning Combination of Customer Experience Metrics Improve customer loyalty with the right mix of customer experience management (CEM) solutions. |
Bank Systems & Technology
April 28, 2008
Maria Bruno-Britz |
Keys to Improving Customer Retention Banks can enhance loyalty by keeping the customers' experience the center of their business. |
IndustryWeek
July 1, 2007
Jonathan Katz |
Trust In The Workplace: By The Numbers Lack of employee trust can seriously impact worker loyalty to a company. |
CRM
October 11, 2010
Ben Martin |
The 5 Realities of Customer Retention Here are five things you must do to retain customers and maximize the revenue potential they offer your business in today's increasingly collaborative world. |
HBS Working Knowledge
June 4, 2014
James Heskett |
Does Internet Technology Threaten Brand Loyalty? Does the ability of consumers to easily access product and company information via the Internet makes brands stronger or weaker? The answer may call into question all we think we know about marketing. |
CRM
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
HBS Working Knowledge
February 24, 2014
Corstjens & Lal |
Busting Six Myths About Customer Loyalty Programs Low-margin retailers argue they can't afford customer loyalty programs, but is that true? Rajiv Lal and Marcel Corstjens make the case that such programs are profit-enhancing differentiators. |
