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4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made.   |
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February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
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August 26, 2013 |
Empathica Granted Patent for GoRecommend Social Media Advocacy Solution GoRecommend identifies and mobilizes brand advocates to amplify online recommendations. |
InternetNews
September 17, 2009 |
Facebook, Twitter and Social Media Marketing A significant number of brands have amped up their social media marketing, but it's not just all about tapping Facebook and Twitter, says a new study. |
The Motley Fool
May 2, 2011
Sarosh Nicholas |
Can Rivals Ignore Wal-Mart's Social Media Campaign? Will Wal-Mart's acquisition of Kosmix push other retailers into the realm of social media? |
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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
February 1, 2007
Evans et al. |
Keeping the Store Information-based marketing programs deliver real value without companies having to spend millions. |
CRM
April 20, 2012 |
Social Media Link Partners with Incentive Targeting The pairing brings together sales data and analytics with brand advocacy programs. |
CRM
November 7, 2014
Ken Bisconti |
Get on Your Customers' Holiday Wish Lists with Stellar Customer Service Equip your call center with the visibility to reduce customer struggles. |
CRM
December 2014
Megan Burns |
What Drives a Profitable Customer Experience? Companies that value customers need to let them know. |
CRM
August 2015 |
Real-Time Retail Is the New Imperative Retailers must identify customers when they walk in the store |
CRM
January 2013
Judith Aquino |
Boost Brand Advocates and Social Media Influencers How to help these groups help your company shine. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
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. |
InternetNews
June 1, 2007
Stuart J. Johnston |
Web Retail All About Customer Experience Survey shows price doesn't count as much as a good experience with online customers. |
CRM
September 7, 2012
Nancy Liberman |
The Secret to Building Consumer Relationships Look to content to provide credibility and a likable brand online. |
CRM
May 11, 2012
Jordan Socran |
Build Relationships Through Proactive Support Supporting connected customers has never been more important. |
HBS Working Knowledge
July 25, 2011
Maggie Starvish |
Customer Loyalty Programs That Work Successful retailers connect with customers via loyalty programs at three levels starting with an introduction, followed by a retailer-initiated communication, and finally with customer- or retailer-initiated feedback loops. |
CRM
July 2014
Sarah Sluis |
Are Consumers Willing to Share Private Data? Privacy seekers share demographic and behavior traits, according to IDC. |
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October 2011
Brittany Farb |
The (Old) Rules Do Not Apply Traditional standards of database marketing will be retailers' downfall |
Fast Company
Sarah Kessler |
A Consulting Firm Hired By Uber Found That Its Drivers Are Very Happy Uber's survey seems to paint a selective picture of its drivers. Which is exactly what it's designed to do. |
CRM
July 12, 2012 |
IDC Study Reveals Emerging Social Media Trends Across Vertical Markets Retailers lead all verticals with social media investments |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
Insurance & Technology
December 22, 2009
Anthony O'Donnell |
Progressive Launches Pay As You Drive Program in South Carolina The My Rate program postpones the customer costs associated with telemetry devices and gives drivers a way to monitor their driving behavior in order to modify their habits in a way that will secure them a better rate upon renewal. |
The Motley Fool
December 17, 2008
Kristin Graham |
Playing the Retail Sector in 2009 These may be the best places to invest in retail for the coming year. |
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. |
Job Journal
May 1, 2005
Julia Hollister |
Driving Ambition There's a driving demand for employees at charter, taxi and trucking firms. |
InternetNews
January 23, 2006
David Ian Miller |
Report: Online Retail on Easy Street Growth in online retail spending will be healthy over the next few years, but retailers will have to scramble for the attention of a maturing population of online shoppers, according to a forecast by JupiterResearch. |
CRM
October 18, 2010
Carsten Thoma |
5 Steps to Personalized Customer Contact How to tailor online customer experience to boost loyalty and drive revenue. |
CRM
November 1, 2006
Jeffrey Schumacher |
Monetizing Media By leveraging inventories of impressions, brand, customer data, and CRM capabilities, retailers can offer advertisers a largely untapped source of highly targeted media. |
CRM
September 2011
Brittany Farb |
Mobile Retail Entering Support Phase Smartphone trends demonstrate the need for an innovative strategy |
HBS Working Knowledge
March 2, 2015
Sean Silverthorne |
Retail Reaches a Tipping Point -- Which Stores Will Survive? The new book Retail Revolution: Will Your Brick and Mortar Store Survive? argues that ecommerce is about to deal severe blows to many familiar store-based brands -- even including Walmart. |
InternetNews
November 28, 2008
Kenneth Corbin |
The Social Side of Shopping Online retailers and advertisers look to 'widgetize' your holiday shopping experience, and maybe save you money in the process. |
CRM
September 1, 2011
Brittany Farb |
Email Marketing Remains a Key Tactic for Retailers Retailers are more focused on using email for marketing programs to promote their social communities than for social sharing. |
Fast Company
February 2011
Stephanie Schomer |
Thomas Broberg's Vision for Volvo's Crash-Free Future Deb Citrin is rethinking how to market products for the elderly -- by targeting their aging children. |
Entrepreneur
November 2005
Gwen Moran |
Listen and Learn Wonder what your retail customers really want? Just ask them. |
