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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.
HBS Working Knowledge July 26, 2004 Mallory Stark	High Turnover: Should You Care? New research suggests that you focus less on retaining employees and more on re-recruiting your "knowledge nomads."
CRM May 3, 2004 Lior Arussy	Customers Are So Emotional When it comes to building customer relationships, understanding emotions is a profitable thing.
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.
The Motley Fool February 25, 2011 Travis Hoium	Interpublic Group of Companies Shares Popped: What You Need to Know Shares of marketing company Interpublic Group of Companies jumped 10% today after the company released earnings.
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 May 23, 2013 Kelly Liyakasa	SDL Launches Social Customer Analytics Framework This measures customer, brand, product sentiment based on myriad factors.
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.
Entrepreneur July 2007 David Worrell	Better Business Here's how one insurance company takes corporate philanthropy to the next level.
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 May 2015 Maria Minsker	10 Ways to Liven Up Your Loyalty Program Add functionality and flair to traditional rewards-based structures
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 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.
Bank Systems & Technology May 21, 2009 Maria Bruno-Britz	J.D. Power Report Says Banks Must Address Steady Decline in Customer Satisfaction J.D. Power & Associates' Retail Banking Study found a significant percentage of consumers are dissatisfied with their banks, marking a continued decay over the past three years.
Pharmaceutical Executive January 1, 2007 Jeffrey Zornitsky	Sales Management: Get Committed By better managing relationships with physicians, pharma companies can develop a base of dedicated prescribers.
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 June 17, 2010 Mark Johnson	The Voice of the Customer in the Community What does it mean for loyalty and engagement?
CRM March 1, 2005 Jason Compton	What Price Loyalty? Giveaways can buy transactions, but not necessarily commitment.
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.
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.
Entrepreneur December 2006 Karen Edwards	The Principle's Office A marketing agency taps into the selling power of businesses on their best behavior.
Pharmaceutical Executive March 1, 2007 Jeffrey Zornitsky	Sales Management: Get Committed By better managing relationships with physicians, pharma companies can develop a base of dedicated prescribers.
CRM April 1, 2008 Lior Arussy	Where Has All the Commitment Gone? Lofty statements too often end up as small and meaningless actions.
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.
BusinessWeek January 7, 2009 Jack & Suzy Welch	The Loyalty Fallacy Faithful but marginal employees often think they're safe. Play fair: Enlighten them.
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 February 1, 2008 Marshall Lager	The Loyalty Riddle Can marketing overcome the customers who talk about you?
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.
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.
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.
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.
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 December 26, 2014 Adam Hanft	The Psychology of Loyalty What every small business owner needs to know.
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.
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.
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?
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.
Financial Advisor June 2005 Leo J. Pusateri	Addressing Value Challenges How well you handle a value challenge will, in many cases, determine whether you earn the right to manage an individual's wealth. Here's how to respectfully address these challenges with confidence, while always restating your value.
CRM November 2013 Maria Minsker	Cause Marketing Engenders Loyalty Emotional engagements are the key to cementing long-term customer relationships.
Job Journal January 8, 2012 Deborah Brown-Volkman	Career Pros: Make a Fresh Start in the New Year If you haven't been passionate about your career in a while, capitalize on this time of year to get yourself re-energized and begin again.
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.
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.
CRM March 2011 Robert Wollan	The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy.
Commercial Investment Real Estate Jul/Aug 2015 Brooks R. Smith	Loan Commitments Borrowers should negotiate early and often.
AskMen.com Mr. Mafioso	Mafioso: Restructuring Here are some tactics to utilize and reorganize your workforce to weather the current economic storm. They won't just improve your business -- they're a sign that you're a good boss.
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.
InsideFlyer December 2014	Loyalty Program Fraud Skift recently reported that 72 percent of airline loyalty programs have fallen victim to fraud.
T.H.E. Journal June 2000	Education Schools Join in Commitment to Technology Equipping teachers with the skills necessary to prepare their students for technology jobs is a key component of President Clinton's efforts to bridge the Digital Divide....