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CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections.   |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
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. |
CRM
November 2014
Leonard Klie |
Verizon Puts a Different Spin on Loyalty Rewards The new program rewards customers for everyday activities. |
PC Magazine
August 2, 2006
Bill Machrone |
Demand Net Neutrality! The only difference between the U.S. and China is that here the ISPs, and not the government, are blocking sites. |
CRM
May 3, 2004
David Myron |
Vertical Focus: Telecoms Focus on Services, Not Price, to Reduce Churn To effectively compete and to lower customer churn, telecom carriers should focus more on bundled services. |
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. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
PHONE+
December 30, 2009
Khali Henderson |
How Is the Agent Channel Organized? The indirect channel for communications network services has evolved somewhat differently than those for voice and data telephony gear. |
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. |
The Motley Fool
September 9, 2010
Eric Jhonsa |
Why Google Voice Spells Trouble for AT&T and Verizon Voice-over-IP and messaging services will eat into wireless carriers' revenues. |
CRM
January 2010
David Rich |
The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty. |
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. |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
Insurance & Technology
May 20, 2009
Katherine Burger |
News from 2009 ACORD LOMA Insurance System Forum: Agent Channel Still Dominates, But Online Gains Ground Accenture study of U.S. consumers hints at retention, loyalty challenges. |
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. |
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. |
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. |
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. |
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. |
CRM
January 2014
Leonard Klie |
Is There Life After Death for Loyalty Points? Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs. |
InsideFlyer
October 2004 |
Study: Why Loyal Customers Leave When consumers leave a loyalty/rewards program, most cite the length of time it takes to build up points as the primary reason. |
InsideFlyer
March 2009 |
Cashing In Points Although travelers are spending less money on travel these days, members of loyalty programs are reportedly spending more loyalty currency. |
InternetNews
March 19, 2007
Roy Mark |
Verizon, AT&T Headed For Monopoly Bliss? Without a re-evaluation of the broadband commercial marketplace by the Federal Communications Commission, Internet Service Providers claim incumbent carriers like Verizon and AT&T will hold a virtual monopoly. |
CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
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. |
InternetNews
June 29, 2004
Jim Wagner |
WebSphere Takes On Telcos IBM bundles existing Web services technology and hands it off to telcos looking to beef up their offerings. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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. |
InternetNews
January 15, 2010 |
Net Neutrality Players Converge on the FCC Google, Verizon search for common ground as comments pour in looking to shape federal Internet policy. |
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. |
CRM
February 2007
Coreen Bailor |
Not Fade Away Exhausting customers in a fierce business environment erodes profits through loyalty loss; here, some winning ways to help combat customer fade. |
InternetNews
April 13, 2004
Roy Mark |
ISPCON Rallies Around Open Access Independent Internet serviced providers seeking ways to break into broadband business. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
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. |
InternetNews
May 15, 2006
Clint Boulton |
When SOAs and Telcos Collide IBM, BEA and Oracle are competing in a hot market for communications-oriented middleware. |
InternetNews
January 19, 2007
Ed Sutherland |
AT&T Unity Does Bundles of 'Free' Telecom carriers see bundles as the future. And of course, 'free' comes with catches. |
CRM
August 20, 2015 |
Accenture Launches Advanced Analytics for Telcos New analytics applications help telecommunications services providers plan for call volume, network incidents, pricing, revenue, and IT governance. |
InternetNews
April 16, 2004
Roy Mark |
Independent ISPs Plot Survival Course While regulatory and legal issues move slowly through the bureaucracy, small and medium ISPs must adapt to boost revenues and win customers. |
CRM
December 1, 2015
Oren Smilansky |
B2B Companies Are Struggling With CX, and It's Eating at Their Bottom Lines An Accenture study finds that business-facing companies are failing to deliver the experiences their customers expect. |
InternetNews
February 15, 2007
Roy Mark |
Privacy Groups Hit ISP Data Storage Bill New proposal would give Department of Justice wide discretion over how much and how long ISPs must keep customer data, such as IP addresses. |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
CRM
May 2012
Robert Wollan |
Knowing Your Customers in the Digital Age New technologies mean new challenges. |
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. |
Home Toys
June 2002
Steve Hawley |
Competition and the Quest for the Ultimate Service Provider If you're a consumer living in a small town or in rural America, get ready for a big surprise. Your phone company is about to provide a range of services that no other provider will be able to, if it isn't already. |
CIO
October 1, 2005 |
Vendors You Like A survey finds that two of the factors influencing customer loyalty are trustworthiness and how easy a given company is to do business with. |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
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. |
U.S. Banker
May 2008
Beth Horowitz |
What Have You Done For Me Lately? The challenge that retail bankers, credit-card issuers, merchants and payments-network officials face is creating a long-term relationship with a savvy consumer who is increasingly willing to switch institutional loyalties. |
