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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
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
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. |
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
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. |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
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. |
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
May 11, 2011 |
Better Customer Experience Leads to Millions in Additional Revenue A new survey from the Temkin Group reveals a significant correlation between customer experience, customer loyalty, and increased revenue. |
CRM
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
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? |
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. |
Job Journal
January 22, 2006
Michael Kinsman |
Career Pros: Loyalty on the Rise Employers and employees are rediscovering loyalty. |
CRM
December 26, 2014
Adam Hanft |
The Psychology of Loyalty What every small business owner needs to know. |
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. |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
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
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
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
June 2015
Roxana Strohmenger |
Taking a Measurable Approach to Customer Experience The ideal experience must deliver for consumers and businesses |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
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. |
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. |
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
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. |
AFP eWire
February 25, 2015
Michael J. Rosen |
Building Donor Loyalty at the AFP International Fundraising Conference Over the past few months, the issue of high nonprofit Donor Attrition rates has received increasing attention. |
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. |
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. |
Registered Rep.
October 1, 2005
Matt Oechsli |
Seven Steps to a Highly Successful Practice As a financial professional focused on earning the loyalty of affluent clientele, you need to understand the distinction between satisfaction and loyalty. You want satisfied clients, but the hard reality is your loyal clients will not be satisfied by everything you try to do for them. |
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
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
Bank Systems & Technology
February 1, 2007
Duchesneau & Joyner |
The Business of Risk Faced with product commoditization, increasing competition and decreasing customer loyalty, banks are being forced to seek new ways to boost revenue and increase customer retention. |
CIO
June 15, 2005
Thomas Wailgum |
You Can't Bank on Trust Trust is critical to generating customer loyalty in online banking. But with every phishing attack and e-mail scam, consumer confidence crumbles, bit by bit. |
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. |
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. |
Global Services
May 11, 2008
Adyasha Sinha |
34% Tech Leaders to Change Jobs within a Year Long-term loyalties are changing among tech leaders, says a recent survey. |
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. |
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, 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. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
Financial Planning
May 1, 2008
Stacy Schultz |
Client Loyalty The most common reason affluent investors leave their financial advisors is because their advisor does not answer their calls, according to a new report. |
InsideFlyer
April 2014 |
Frequent Flyer Fickleness Just as Web patrons are prone to bounce from one website to another, so do a growing number of frequent flyer program members switch from one program to another. |
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. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
CRM
September 2015
Leonard Klie |
Business Schools Suggest New Loyalty Metrics Marketing experts create a five-part model to measure customer commitment |
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. |
Bank Systems & Technology
March 25, 2008
Maria Bruno-Britz |
Financial Industry Among Top Performers In Contact Center Success A new survey concluded that financial services is among the leading industries in terms of effective contact center use. |
CRM
June 2011
Carolyn Heller Baird |
Social Media's Advocacy Paradox Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value. |
