Measuring and building customer equity is important in any economy, but it can be especially challenging during difficult economic times. It all starts with leveraging the time spent interacting with customers and making the most of customer data. In this installment of our Creating Customer Value podcast series, Don Peppers gives tips and best practices for maximizing customer interactions to build customer equity and how to establish call center metrics that encourage customer satisfaction and profitability.
- Visit the Creating Customer Value podcast archive.
| Maximizing customer interactions to build customer equity |
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| Don Peppers | |
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Recognized for over a decade as a world-renowned expert, entrepreneur and thought leader on
customer-focused relationship management strategies for business, Don Peppers is an acclaimed
author, influential speaker and a founding partner of the customer-centered management consulting
firm, Peppers & Rogers Group.
Highlights:
Fast forward to questions that interest you most.
- 00:20 What are some effective ways to build customer equity for a customer that has been loyal for a few years but has not increased the amount they are spending?
- 06:10 If a customer threatens to take their service elsewhere, how can companies determine if the customer is worth keeping and at what cost?
- 09:13 How can call center managers set up metrics that encourage call center agents to build customer satisfaction that will lead to profitability?
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Related resources on customer equity -
- Read Peppers and Rogers' latest book, Rules to Break
& Laws to Follow.
- Get tips for managing customer
equity.
- Ask your own customer
equity questions of Peppers and Rogers to be answered on an upcoming podcast.
- If you prefer to read rather than hear Peppers and Rogers' answers, visit SearchCRM.com's Ask
the Expert pages:
Ask the Expert: Customer equity: Long-term and short-term
Ask the Expert: Building trust with customer strategy
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This was first produced in August 2009
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