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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.   |
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
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
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. |
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
September 1, 2007
Woody Driggs |
The True Drivers of Loyalty It is a mistake to think that loyalty is all about improving customer satisfaction. |
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. |
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 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. |
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
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
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
InsideFlyer
August 2014 |
Proposed IRS Changes and FFPs The IRS is considering changes to the tax code that would tax corporations for loyalty programs whenever a consumer accrues the benefits, rather than when the consumer uses the points or miles or when the points or miles expire. |
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. |
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
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? |
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
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
February 1, 2008
Marshall Lager |
The Loyalty Riddle Can marketing overcome the customers who talk about you? |
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. |
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. |
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
December 26, 2014
Adam Hanft |
The Psychology of Loyalty What every small business owner needs to know. |
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
February 1, 2007
Evans et al. |
Keeping the Store Information-based marketing programs deliver real value without companies having to spend millions. |
CIO
October 1, 2003
Edward Prewitt |
The Loyalty Lag Ten ways to develop the truly loyal employee |
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
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. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
Registered Rep.
November 1, 2005
Grove & Prince |
Elusive Loyalty It's a serious conundrum for financial advisors: Their success hinges on their ability to cultivate loyalty in their most affluent clients, but many are having a tough time building that loyalty. But financial advisors can learn the skills that promote client loyalty. |
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. |
Job Journal
January 22, 2006
Michael Kinsman |
Career Pros: Loyalty on the Rise Employers and employees are rediscovering loyalty. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
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 1, 2006
Lior Arussy |
Beware the Faulty Satisfaction Survey Market research firms must measure complete experiences to help clients differentiate products and services. |
CRM
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
Inc.
April 2005
Adam Hanft |
The Case Against Loyalty What's the biggest problem in American business? An excess of loyalty. |
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. |
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. |
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. |
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. |
CFO
June 15, 2012
Marielle Segarra |
Going Digital Big data and digital marketing become top strategic priorities. |
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? |
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. |
Entrepreneur
August 2003
Chris Penttila |
Hold On Tight Better work on keeping your top-notch talent now -- while it's still an employers' job market. |
CRM
July 2015
Maria Minsker |
Grotto Pizza Engages Loyal Customers with Paytronix A new loyalty platform brings in the dough off-season |
Fast Company
May 2000
Lauren Heist |
Job Titles of the Future: Director of Emerging Thought Changing relationships and loyalty. |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
Bank Systems & Technology
February 1, 2007
Greg Haislip |
'Operationalize' Tech Investments In 2007, the investment in their technology foundation will be under pressure to deliver measurable improvement in customer loyalty, profitability, sustainable regulatory compliance and revenue growth. |
