Access "Loyalty programs good, observers say, but customer service must lead"
This article is part of the March 2012, Vol. 1, Issue 3 issue of Companies explore team building to improve customer experience
To ensure they thrive in a struggling market, companies everywhere are experimenting with a whirlwind of loyalty programs that allow them to track and gather feedback from existing and new customers. As these companies figure out what works best, observers such as Matthew Keylock -- recognized as an industry leader in building winning customer strategies -- weigh in on the debate. When it’s time to grow a business, Keylock, senior vice president of new business development and partnerships at dunnhumbyUSA, suggests a word-of-mouth campaign through those loyal customers. “I generally grow my circle of friends through my existing ones, and in most cases this should be the same in business, but many companies and brands spend their time and effort chasing new customers,” he said. Customer loyalty falling According to The Effects of the Recession on Brand Loyalty and 'Buy Down' Behavior: 2011 Update by comScore, 54% of consumers said they bought the brand they wanted most in 2008. By 2010, that number dropped to 45% and further to 43% by 2011. The comScore ... Access >>>
Premium Content for Free.
Team building boosts contact center agents’ performance
by Chris Maxcer, Contributor
Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie.
Loyalty programs good, observers say, but customer service must lead
by Anna Fiorentino, Contributor
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation.
- Team building boosts contact center agents’ performance by Chris Maxcer, Contributor
Internal social CRM strategies, personality seen as building brand awareness
by Vangie Beal, Contributor
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM.
- Internal social CRM strategies, personality seen as building brand awareness by Vangie Beal, Contributor
More Premium Content Accessible For Free
Social media users and IT consultants hold the keys to launching an effective social CRM strategy. In this chapter of our e-book, Improving the ...
Call centers can easily fall behind the times with old software, metrics and strategies, so companies need to be forever looking ahead -- toward ...
In this handbook, readers will discover methods on how to avoid big mistakes during data migration. Additionally, readers will be informed of what ...