3 Important Elements of Achieving Customer Loyalty
Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you
Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you
CEOs and CFOs take a liking to seeing numbers; especially profitability numbers. So if you can’t speak their language and convert your project or proposal
There are many different bank customer retention strategies but to maximize their effectiveness you need to match them with their position in the customer life-cycle. The life cycle is shown below, along with
The hard work is done, the calls are being made and now it’s just a matter of waiting for the sales to roll in from
Quite often our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, so stronger business results
When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is
Call centre audits can be a great way to gain some real and useful insights into how to improve your customer facing operations. This post
Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit
In today’s marketplace, consumers are bombarded with competitions as companies fight to attract new customers and retain existing customers. Some companies are extremely successful in
It’s not surprising that using a customer’s name during a transaction is good. But what may surprise you is that it’s worth 9% points of
In a world where customers control the relationship, if you want to continue to have a relationship, you need to provide something of value to
It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience
Today’s post is a little bit different from our normal posts. This Colloquy study: “The 2011 COLLOQUY Cross-Cultural Loyalty Study” caught my eye. It’s a
“If you strip away all the hype around how to ‘do’ relationships, you are left with one simple concept. The real essence of a relationship
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