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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
November 2015
Leonard Klie |
Brands Must Be Loyal to Loyalty Members Rewards need to be more personalized and tailored to individual program members |
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. |
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. |
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
May 2015
Maria Minsker |
10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures |
CRM
June 17, 2010
Mark Johnson |
The Voice of the Customer in the Community What does it mean for loyalty and engagement? |
CRM
May 10, 2013
Brett Hannath |
Real-Time Marketing for a Real-Time World Boost loyalty and profitability with event-based marketing to make use of technology that targets the customer in real time. |
CRM
November 23, 2012
Pelin Thorogood |
The New Science of Retaining Customers Look to digital analytics to improve buyer loyalty and customer lifetime value. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
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. |
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
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
February 1, 2007
Evans et al. |
Keeping the Store Information-based marketing programs deliver real value without companies having to spend millions. |
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. |
CIO
October 30, 2015
Stephanie Overby |
7-Eleven takes a big gulp of customer data The ubiquitous convenience store chain updates its loyalty program from punch cards to a mobile app for super-frequent patrons |
BusinessWeek
January 7, 2009
Jack & Suzy Welch |
The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them. |
InsideFlyer
December 2014 |
Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud. |
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
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
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 2011
Koa Beck |
Can Mobile Apps Save Customer Loyalty Programs? Most consumers are not active users, study shows, but easing access may spur participation. |
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
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
December 26, 2014
Adam Hanft |
The Psychology of Loyalty What every small business owner needs to know. |
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
November 2014
Leonard Klie |
Verizon Puts a Different Spin on Loyalty Rewards The new program rewards customers for everyday activities. |
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. |
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. |
CRM
December 14, 2012
Shannon Aronson |
Social CRM and the Great Power Shift Social CRM is about customer involvement, not supervision. This means that marketers today must curate, respond to, and inspire conversations in order to thrive in the marketplace. Here are five keys to success. |
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. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
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
August 28, 2014
McCoy & Urekew |
Don't Underestimate the Link Between Customer and Employee Loyalty Lessons we should all learn from Market Basket. |
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
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. |
CRM
November 2013
Maria Minsker |
Cause Marketing Engenders Loyalty Emotional engagements are the key to cementing long-term customer relationships. |
CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers. |
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. |
InsideFlyer
August 2012 |
Wallaby Launches A new website has launched which helps members of loyalty programs get the most miles/points for their credit card purchases -- an easy way to "swipe smarter". |
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
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
January 20, 2012
Kara Trivunovic |
Email Marketing and Social Data: The Beginning of a Beautiful CRM Friendship Employ an integrated strategy to drive more successful campaigns. |
CRM
March 1, 2005
Jason Compton |
What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment. |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
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. |
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. |
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
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
