loyalty
Satisfy Customers. Grow Their Loyalty
April 07 by Customer Contact WeekIn many businesses, contact center efficiency and—surprisingly— customer satisfaction don’t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions. Check out...
Quick Look: 5 Key Findings About the Customer Experience
March 04 by Customer Contact WeekWith customer experience challenges continuing to mount, Call Center IQ is proud to confirm that its 2015 Executive Report on the Customer Experience is almost ready to launch.Before the report launch...
Q&A: The Economist on the Customer Management Mistake Too Many Brands are Making
November 28 by CCW Digital EditorNot everything gets to be a hot-button issue. Not everything gets to be trendy, let alone "sexy." But, often times, the concepts so commonly overlooked are the ones most deserving of the limeligh...
Trying to Reduce Churn? - Marketing Cannot Replace Real Customer Experience Management
November 14 by Brian CantorToo often, customer management discourse is consumed with emphasis on the front-line. Vendors sell products that enable better communication between the organization’s agents and its custome...
‘Til Death Do Our Client Relationships Part
November 04 by Mitchell OsakBusiness-to-Business (B2B) firms are rethinking their approach to business development and client retention. Since it is increasingly difficult and expensive to acquire new customers, prudent B2B f...
Sears Turning Customer Loyalty into Profit; CRM in a Multi-Channel World
September 14 by CCW Digital EditorThe rise of multi-channel communication, especially in those channels predicated on peer-to-peer discussion, has raised the stakes for customer loyalty efforts. Newly-created opportunities are sig...
B2B Social CRM for Software Vendors and the Lifecycle of Customer Experience
July 02 by Julie HuntCustomer loyalty has become even more essential for software vendor success. As many software solution markets have become highly commoditized, competitive engagements deteriorate all too often to p...
The L Word: Loyalty
June 08 by Brooks Mitchell, PhDMany call centers are entrepreneurial ventures whose success and continued growth is largely attributed to the grit and perseverance of the founder, the entrepreneur. As a professor at the University...
Tiger Woods Falls; Will Your High Performing Call Center Be Next?
January 04 by Steve CohnTiger Woods fools around. OK … apparently, he fools around a lot. But ask any 10 people on the street if they think the super-golfer fools around any more often than many other male celebriti...
Increased Employee Engagement Leads to Increased Customer Engagement
March 09 by Shaun SmithAligning People With Strategy Creating a powerful customer experience requires the full and continual commitment of the people responsible for making it happen. People make the difference. If...
A New Age in Marketing with Microsoft
February 17 by Ashish SingruMicrosoft’s Ashish Singru knows a status quo marketing strategy is no longer effective. Evolved brands, which are effectively forging relationships with consumers, as well as creating relevant...
What Makes the CEO Say "Yes"?
September 10 by Doug WilwerdingAs a chairman and CEO of an $85M company with over 700 employees I was presented with my fair share of proposals for projects, "transformational" initiatives and various other recommendations. Most...