Email Alerts
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WCM integration snags slow linking with customer experience management
Organizations looking to nurture customer experience initiatives for that elusive 360-degree view of the customer must leap WCM-business system integration hurdles, industry watchers say. Feature
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Bridging the customer experience chasm
Management may be pushing a customer-centric mandate, but without the right culture and processes in place, it's not just to get employees get on board. Feature
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Customer Experience Exchange Ezine Archive
Ezine Archive
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Bridging the customer experience chasm Issue 1
e-Zine
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Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action. Book Excerpt
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
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The top 10 customer experience questions
Read our list of the top ten customer experience questions from expert Lior Arussy. Learn about customer experience mapping, the chief customer officer position and more. FAQ
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Customer loyalty concepts: Top 10 buzzwords
While the idea of keeping customers loyal is timeless, new ideas and theories regularly emerge about the best ways to build and maintain customer loyalty. Along with these new ideas come new terms you need to learn to help you keep your loyalty progr... Top Buzzwords
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Customer surveying and feedback: Top 10 headlines
The best way to keep your customers satisfied is to solicit their feedback -- and act on it. Failure to do this can be catastrophic for any organization, big or small. We've gathered these headlines on customer surveying and feedback to help you make... Special Report
- See More: Essential Knowledge on Customer loyalty and retention
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column | 03 Apr 2012
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Loyalty programs good, observers say, but customer service must lead
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. News | 29 Mar 2012
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As social media expands, companies need to center social CRM plans
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say. News | 09 Feb 2012
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Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column | 23 Jan 2012
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Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback. News | 10 Jan 2012
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Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News | 05 Jan 2012
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Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012. News | 28 Dec 2011
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Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems. News | 22 Dec 2011
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Digital marketing strategies demand deeper understanding of customer behaviors
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome. News | 08 Dec 2011
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Social monitoring tools give GNC marketing muscle
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business. News | 22 Nov 2011
- See More: News on Customer loyalty and retention
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More firms using Web services to integrate legacy apps
More firms are using Web services to make their business-critical data available to a new generation of applications. But be careful; there are risks as well as rewards. Tip
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Reduce churn with predictive models
Who does it right when it comes to using predictive modeling to reduce churn? Columnist Michael Lowenstein points out some model modelers. Tip
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The key to customer communities
Why have companies like eBay been so successful? One reason is that they've formed a community among their customers. Tip
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frequently asked questions (FAQ)
definition from WhatIs.com Tip
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Customer-specific pricing
Could customer-specific pricing be in our future? Tip
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legacy application
definition from WhatIs.com Tip
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Dialogue vs. discussion: Are you listening to your customers?
Tip
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Treat CEM as core task, not add-on
Make customer experience management a central piece of corporate strategy instead of treating it like an optional plan. Answer
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Expand loyalty programs to reward social activity
Plan to reward customers for social network activity and consider “lifestyle” rewards instead of just discounts -- a cooking lesson, maybe? Answer
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Using a customer segmentation strategy for better customer retention
Find out the best way to use a customer segmentation strategy to design a retention model that allows you to hold onto current customers and provide good customer service. Answer
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How to foster an innovative workplace organizational culture
Read about how to make a more customer-centered and innovative workplace organizational culture, with tips on collaboration, education and the voice of the customer. Answer
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Methods to increase customer lifetime value via customer loyalty
Don Peppers discusses some effective methods to increase customer lifetime value via customer loyalty in this expert tip. Ask the Expert
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Tracking the online customer experience after a website redesign
Learn customer experience metrics, including how to track and measure the impact a website redesign may have on the online customer experience, in this expert tip. Ask the Expert
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Performance measurement analyst role and responsibilities
Learn about the role of the performance measurement analyst and their responsibilities, including establishing the right metrics to measure the customer experience, in this expert tip. Ask the Expert
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Three ways to build customer trust as a car salesman
Find three ways to build customer trust as a car salesman and hear Don Pepper's tips for car dealerships to change sales commissions to improve trust. Ask the Expert
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Will customers forgive the mistakes of trustworthy companies?
Find out how bad customer experiences impact customer trust and if customers are likely to forgive trustworthy companies in this tip from expert Don Peppers. Ask the Expert
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Are luxury retail loyalty programs necessary?
Find out if luxury retail stores should offer loyalty programs for their customers in this tip. Learn how some luxury retail brands build loyal customers. Ask the Expert
- See More: Expert Advice on Customer loyalty and retention
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coalition loyalty program
A coalition loyalty program is a loyalty card system that offers incentives to customers of two or more businesses in return for allowing those businesses to collect user data. Such a program packages customer benefits into a single customer loyalty ... Definition
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churn rate (Predictive Churn Modeling)
Churn rate is a measure of customer or employee attrition, and is defined as the number of customers who discontinue a service or employees who leave a company during a specified time period divided by the average total number of customers or employe... Definition
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Hospitality Information Technology Association (HITA)
The Hospitality Information Technology Association (HITA) is an international association of hospitality educators, hardware and software vendors, information technology users, and consultants to the hospitality industry. Definition
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customer experience management (CEM)
Customer experience management is made up of the processes a company uses to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. Definition
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silent attrition
Silent attrition is a situation in which customers stop patronizing a business without any communication. Definition
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chief customer officer (CCO)
A chief customer officer, or customer experience officer, is generally responsible for customer research, communicating with company employees and taking charge of customer experience metrics. The position typically reports one level below the chief ... Definition
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loyalty punch card
A loyalty punch card is a token that lets a customer earn free merchandise or discounts after a certain number of purchases. Definition
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loyalty card program
A loyalty card program is an incentive plan that allows a retail business to gather data about its customers. The goal of a loyalty card program is to build repeat business by offering participating customers something that isn't available to non-par... Definition
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transactional marketing
Transactional marketing is a business strategy that focuses on single, "point of sale" transactions. The emphasis is on maximizing the efficiency and volume of individual sales rather than developing a relationship with the buyer. (Continued) Definition
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Direct marketing
Direct marketing is a type of advertising campaign that seeks to elicit an action (such as an order, a visit to a store or Web site, or a request for further information) from a selected group of consumers in response to a communication from the mark... Definition
- See More: Definitions on Customer loyalty and retention
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Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. Podcast
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Kate Leggett on what the Oracle RightNow acquisition means
Kate Leggett of Forrester Research discusses the effects of Oracle’s acquisition of RightNow. Podcast
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Paul Greenberg on the limits of NPS and its replacement
In the first installment of our CRM Metrics video series, Paul Greenberg shares what he sees as the problems with Net Promoter Score and a new alternative. Video
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Understanding customer expectations
What's the best way to make potential customers into actual customers? How can you learn about customer expectations, especially in a shaky economy? In this installment of Creating Customer Value podcast, expert Martha Rogers gives advice on how to r... Podcast
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Tips for customer service and sales to build customer trust
Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives. Podcast
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Relationship marketing and customer equity with Don Peppers
Find out how relationship marketing and customer equity are linked in this podcast. Learn the difference between relationship marketing and transactional marketing. Podcast
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Secrets to success in using technology to optimize your online customer experience
Get tips for optimizing the online customer experience through technology in this podcast with expert Martha Rogers. Learn how to deploy online self-service technology effectively. Podcast
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Understanding customer trust and its impact on the customer experience
Get help understanding customer trust and its impact on the customer experience in this podcast. Learn how to improve the customer experience by building customer trust. Podcast
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Customer complaint management with Don Peppers
Analyzing customer behavior is tricky, since a customer's behavior includes more than just their purchasing patterns. In this podcast, Don Peppers gives tips for tracking customer behavior, measuring a call center's ability to maximize customer satis... Podcast
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Creating value for customers and shareholders with Martha Rogers
According to experts, customer loyalty and shareholder value go hand-in-hand -- you can't expect to improve one without improving the other. In this month's podcast, Martha Rogers discusses the link between customer trust, customer loyalty and shareh... Podcast
- See More: Multimedia on Customer loyalty and retention
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Cut through copious contact center data with contact center KPIs
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them. Column
-
Loyalty programs good, observers say, but customer service must lead
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. News
-
WCM integration snags slow linking with customer experience management
Organizations looking to nurture customer experience initiatives for that elusive 360-degree view of the customer must leap WCM-business system integration hurdles, industry watchers say. Feature
-
Bridging the customer experience chasm
Management may be pushing a customer-centric mandate, but without the right culture and processes in place, it's not just to get employees get on board. Feature
-
Customer Experience Exchange Ezine Archive
Ezine Archive
-
Bridging the customer experience chasm Issue 1
e-Zine
-
As social media expands, companies need to center social CRM plans
With social CRM gaining popularity, companies need to identify their audiences are and what social media sites and technology they use, analysts say. News
-
Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings. Podcast
-
Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business. Column
-
Treat customers well, but stay profitable
This excerpt from The Customer Experience Edge examines the four essentials of customer experience management, why customer engagement is important and how to put them into action. Book Excerpt
- See More: All on Customer loyalty and retention
About Customer loyalty and retention
Measuring customer loyalty and developing a retention strategy are critical to an organization's success. The organization that understands and manages customer loyalty has a leg up on its competition. This section includes a variety of resources, news, guides and tips to building strong customer loyalty in your organization. Get up to speed on customer loyalty-related definitions and terms. Read expert advice on how to create a sound strategy and build customer loyalty using new technology. Find out how marketers are using the Web to better connect with their customers. Learn about utilizing CRM software to build a loyalty program and identifying high-value customers in the call center. Read a chapter download on creating a customer-focused CRM strategy that can help build customer loyalty. Learn about B2B and B2C loyalty programs, and how customer experience management relates to customer loyalty.