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Building a customer service strategy with organizational leadership: Tip #4
Find out how organization-wide leadership and values affect customer service strategy in this fourth tip in the customer service excellence series. Tutorial
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Improving customer service with effective business processes: Tip #2
In this tip, learn how a company's business process management can affect overall customer service strategy and customer experience, and how customer service can be improved with better business processes. Tutorial
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Customer retention: Long-term strategy
Use this section of the customer loyalty guide to find out more on customer retention and handling common situations that might impede long-term customer retention. Learning Guide
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How to build customer loyalty
Learn how to build customer loyalty and get tips for building a customer loyalty strategy in this section. Learning Guide
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Customer loyalty case studies and industry-specific strategies
This section of the Customer Loyalty Learning Guide provides a look at other businesses that have implemented customer loyalty programs and examines innovative strategies and industry-specific challenges. Learning Guide
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Customer Loyalty and Satisfaction Learning Guide
Find out about customer loyalty and satisfaction, marketing, metrics and advice on the best ways to retain customers. This SearchCRM.com guide will lead you through defining, measuring and maintaining customer satisfaction and loyalty. Also, learn ab... Learning Guide
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Measuring customer loyalty
This section of the customer loyalty guide will provide tips on measuring customer loyalty and evaluating loyalty efforts in the call center and with technology tools. Learning Guide
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Building customer equity: How to create addicted customers
This sample chapter on building customer equity and loyalty, from "Addicted Customers: How to Get Them Hooked on Your Company," offers tips on attracting customers who will remain loyal to your business. Chapter Download Library
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What are marketing metrics? The top 10 marketing buzzwords
These top 10 marketing metrics buzzwords will get you up to date on the latest in measuring marketing efforts. Learn about terms related to online and email marketing, sales and customer loyalty. Top 10 tips
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The top five sources of increased customer power
Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena. Chapter Download Library
- See More: Essential Knowledge on Customer loyalty and retention
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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
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Tread carefully with social media-based customer loyalty programs
Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs. News | 07 Nov 2011
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QR codes: Business tool or marketing fad?
While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge. News | 26 Oct 2011
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Social engagement tips from author Qualman
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement. News | 12 Oct 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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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 ... Word
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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. Word
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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... Word
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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) Word
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CRM (customer relationship management)
CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. Word
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Direct marketing
Word
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sales cycle
The sales cycle is the sequence of phases that a typical customer goes through when deciding to buy something. Word
- 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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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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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
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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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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
-
Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns. News
-
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
-
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
-
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
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Customer Experience Exchange
Guide
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Volume 1 Nov/Dec 2011: Making CEM a priority
Guide
- 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.