Customer loyalty and retention

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  • bait and switch

    Bait and switch is a fraudulent practice in which a seller advertises a special deal but makes only a very small number of the items available for purchase. When a customer tries, unsuccessfully, to buy the item that was advertised, the seller tries ... 

  • fourth wall

    The fourth wall is a conceptual barrier between those presenting some kind of a communication and those receiving it. The term originated in the theater, where it refers to the imaginary wall at the front of the stage that separates the audience from... 

  • disinformation

    Disinformation is a type of untrue communication that is purposefully spread and represented as truth to elicit some response that serves the perpetrator's purpose. The term contrasts with misinformation, which is also false but presented as truth be... 

  • sock puppet marketing

    Sock puppet marketing is the use of a false identity to artificially stimulate demand for a product, brand or service. The false identity is known as a sock puppet. 

  • sock puppet

    A sock puppet, in the context of online communications, is a fake identity created to promote someone or something through blogs, wikis, forums or social networking sites such as Facebook or Twitter. Sock puppets are often created to improve the stat... 

  • Internet shill

    An Internet shill is someone who promotes something or someone online for pay without divulging that they are associated with the entity they shill for. A shill might create a Facebook or Twitter account, set up a blog or simply comment through these... 

  • crisis management

    Crisis management is the application of strategies designed to help an organization deal with a sudden and significant negative event. A crisis can occur as a result of an unpredictable event or as an unforeseeable consequence of some event that had ... 

  • gaming the system

    Gaming the system is manipulation or exploitation of the rules designed to govern a given system in an attempt to gain an advantage over other users. For example, black hat SEO methods such as keyword stuffing and spamdexing are an attempt to game th... 

  • socialbot

    A socialbot is a software program that simulates human behavior in automated interactions on social network sites such as Facebook and Twitter. As a rule, socialbots are designed to pass the Turing test: They're sophisticated enough to fool other use... 

  • Twitterbot

    A Twitterbot (sometimes spelled "Twitter bot") is a software program that posts automated tweets on Twitter. There are many different types of Twitterbots specialized for various purposes. Depending on the purpose, Twitterbots can be useful, informat... 

  • See more Definitions on Customer loyalty and retention
  • Employee advocacy brings customer nurturing to everyone's doorstep

    Employee advocacy is still immature, but it lets every company employee nurture customers and promote the brand. It brings CRM to everyone's door. 

  • Making customer connections with interactive digital marketing

    MetroClick's co-founder Jesse Cooper discusses interactive digital marketing and its impact on customer engagement. 

  • bait and switch

    Bait and switch is a fraudulent practice in which a seller advertises a special deal but makes only a very small number of the items available for purchase. When a customer tries, unsuccessfully, to buy the item that was advertised, the seller tries ... 

  • fourth wall

    The fourth wall is a conceptual barrier between those presenting some kind of a communication and those receiving it. The term originated in the theater, where it refers to the imaginary wall at the front of the stage that separates the audience from... 

  • disinformation

    Disinformation is a type of untrue communication that is purposefully spread and represented as truth to elicit some response that serves the perpetrator's purpose. The term contrasts with misinformation, which is also false but presented as truth be... 

  • sock puppet marketing

    Sock puppet marketing is the use of a false identity to artificially stimulate demand for a product, brand or service. The false identity is known as a sock puppet. 

  • sock puppet

    A sock puppet, in the context of online communications, is a fake identity created to promote someone or something through blogs, wikis, forums or social networking sites such as Facebook or Twitter. Sock puppets are often created to improve the stat... 

  • Internet shill

    An Internet shill is someone who promotes something or someone online for pay without divulging that they are associated with the entity they shill for. A shill might create a Facebook or Twitter account, set up a blog or simply comment through these... 

  • crisis management

    Crisis management is the application of strategies designed to help an organization deal with a sudden and significant negative event. A crisis can occur as a result of an unpredictable event or as an unforeseeable consequence of some event that had ... 

  • gaming the system

    Gaming the system is manipulation or exploitation of the rules designed to govern a given system in an attempt to gain an advantage over other users. For example, black hat SEO methods such as keyword stuffing and spamdexing are an attempt to game th... 

  • 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.