Forrester Research senior analyst Andy Hoar delivered a fascinating keynote at the Rakuten Linkshare Symposium last week. His theme was the continuing evolution of e-commerce and the insights he brought will have a lot of consequences for the performance marketing sector. Some of his points restated things that anyone that has been paying attention already […]
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September 26, 2012
With the release of the iPhone5 and iOS6, attention has become focused on the competition between Apple and Google for local and hyper-local search dollars. The iPhone has relied for years on Google’s mapping service and data, but with iOS6 they have introduced their own Apple Maps service. The problem is that Apple’s alternative is […]
Letâs start with a heretical idea: Despite overheated management rhetoric to the contrary, customer satisfaction is not necessarily the alpha and omega of good business. While âthe customer comes firstâ makes sense in many situations, that sentiment must be qualified. For one thing, itâs unrealistic. Itâs often too expensive to please every customer, every time. […]
How many customers does your company lose every year? If youâre like the average company, up to 40 percent of your customers walk out the door and never come back. Whatâs worse, the âaverageâ business is totally oblivious to its actual churn rate â so it does nothing to correct the problem. Even companies that […]
Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.
Are you under the gun to drive profitable new growth? Are you exploring new ways to meet your revenue targets while at the same time deepening customer relationships and improving loyalty? Are you interested in turning your contact center into a profit center to better leverage this underutilized asset?
Too often, even the best CRM solutions don’t have the ability to carry customer relationships through to the most profitable, or even the final sale. As a result companies often miss out on the full revenue and profit potential of their customer interactions. But now, TrueChoice® Solutions, Inc. bridges that gap with easy-to-use, real-time solutions […]
Two and a half years ago, a team of marketing executives met in their downtown Atlanta headquarters to chart the future of their brand in the uncertain frontier of interactive marketing. What makes the story unusual is that the brand is one of the most recognized trademarks in the world, with a market value of nearly $100 billion. Even more remarkable is the nature of the online initiatives that were set into motion and are only now starting to come to fruition.
You’ve gone to great lengths to identify and nurture the most valuable segments of your customer base. You’ve closely monitored them through surveys and focus groups, and you know they consistently indicate they are “highly satisfied” with your company and its products. But … are they loyal?
If you’re like most companies, you don’t really know – at least, not for sure. And that’s a problem.
Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short. Historically, high cost, complexity and drawn-out implementations contributed to nearly a […]