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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
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 |
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 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
U.S. Banker
April 2006 |
The Difference Between Good and Bad Profits The difference between those companies generating good profits and those producing bad profits can be boiled down to one question: "How likely are you to recommend us to a friend?" Loyalty transforms the economics of business. |
CRM
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
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 Advisor
May 2012 |
Satisfaction A job satisfaction study by J.D. Power found that financial advisors' happiness with their work is most dependent on their firm's performance. |
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. |
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. |
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. |
CRM
July 2015
Maria Minsker |
Great Customer Experience Starts with the Right Corporate Culture Engaged employees make for more satisfied customers |
CRM
December 1, 2005 |
Cendant Car Rental Group The firm's executive vice president of marketing talks about choosing a CRM consultancy, the importance of understanding how your company's brands are perceived in the marketplace and how attacking problems from multiple angles ensures long-term CRM success. |
InsideFlyer
July 2014 |
Mileage Plan Ranks High The findings of a new survey are not surprising with Alaska and Southwest consistently ranking high in customer satisfaction and US Airways often coming in last. |
CIO
November 1, 2005
Edward Prewitt |
Watch What You Say Communication from the top is a leading factor in employee motivation, morale and even loyalty, according to a study from the consultancy Hay Group. But keeping workers informed is not something executives do well. |
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. |
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
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
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
Financial Advisor
July 2006
Littlechild & Pomering |
Unlocking Client Value The first question financial advisors should ask is not "how" to survey clients but "why" you should do it in the first place. In addition to allowing you to stay on top of changing client needs, interests and expectations, the reasons abound. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
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
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. |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
CRM
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
BusinessWeek
January 30, 2006
Jena McGregor |
Would You Recommend Us? Customer recommendations are shaking up planning and executive pay. |
CRM
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
Job Journal
January 22, 2006
Michael Kinsman |
Career Pros: Loyalty on the Rise Employers and employees are rediscovering loyalty. |
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? |
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
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 2015
Leonard Klie |
Business Schools Suggest New Loyalty Metrics Marketing experts create a five-part model to measure customer commitment |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
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. |
CIO
May 1, 2003
Mohanbir Sawhney |
How to Keep Your Customers Satisfied To learn if end users are happy, you have to ask the right people -- and the right questions. |
Financial Planning
August 1, 2006
John J. Bowen |
Team Players If your employees don't share in the risks -- and the rewards -- of your financial advisory business, they won't be motivated to do their best. |
HBS Working Knowledge
March 3, 2010
Jim Heskett |
To What Degree Does "Identity" Affect Economic Performance? Satisfaction with one's workplace might be related positively to economic performance |
CRM
April 2011
Leonard Klie |
Market Focus: Telecommunications--Rewards for Reliability New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards. |
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. |
HBS Working Knowledge
September 19, 2005
Lauren Keller Johnson |
Rethinking Company Loyalty Is there a way for employers and employees to strike a balance when it comes to loyalty -- one that gives organizations the focus and expertise they need to compete and employees the career development opportunities they demand? |
InternetNews
January 19, 2011 |
Nokia, Palm Users Looking to Bolt: Survey iPhone and Android smartphones lead the way in customer loyalty and satisfaction and their rave reviews are causing users of other mobile devices to look their way. |
CRM
March 2003
Ginger Conlon |
Stand by Me One of the main reasons companies implement CRM is to foster customer loyalty. But as a customer of CRM vendors, how loyal should you be? |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
CRM
October 1, 2003
Ginger Conlon |
Required Reading With summer just a memory and fall settling in, executives are adding business books back on to their reading lists. And publishers are meeting the demand by releasing a plethora of books covering CRM, customer service, branding, sales, and other related topics. |
CRM
February 25, 2011
Leonard Klie |
Global Coalition Loyalty Program Membership to Top 1 Billion in 2011 Fourteen percent of the world's population belongs to at least one coalition loyalty program. |
InternetNews
December 19, 2008
Rob Enderle |
EMC, Apple and Customer Loyalty Approaches Commentary: A tech vendor's success has as much to do with customer perception as actual product quality, making the vendor-customer relationship of paramount importance. |
InsideFlyer
August 2009 |
Loyalty No Longer Taxed in Canada The Canada Revenue Agency (CRA) now says that loyalty points earned while traveling on employer-paid business trips are not taxable. |
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. |
