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Bringing marketing into the contact center
Combining the contact center and marketing departments has helped HCI Direct improve retention and upsell with its Silkies line. Article
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Customers drink in the SoBe message
A strong customer community has helped the fruit and energy drink company build loyal customers and strong brand awareness. Article
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Hospitality Financial and Technology Professionals (HFTP)
The Hospitality Financial and Technology Professionals (HFTP) organization is an international society established in 1952 for financial and technology professionals who work in the hospitality industry. Definition
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Differentiate a satisfied customer from a loyal one
Diebold, a provider of ATMs and security systems, undertook a revamped loyalty program and turned loyalty into revenue. Article
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Text mining: A golden opportunity for HP
The deep insight text mining promised years ago never quite emerged, but some companies are finding success using it on customer data. HP is one. Article
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Customer value: How to manage customers as investments
Learn through case studies and other examples how to estimate your customers' lifetime value. Chapter Download
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Data quality: Beware the dirty things your customers see
Think you know what "customer data" really means? Guest columnist Tom Redman proposes a new way of defining customer data and suggests that the quality of data your customers see might be more critical than you realize. Column
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Taking inventory of customers before setting up a loyalty program
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Return on Customer: Chapter 1, Open Letter to Wall Street
"Return on Customer," by Martha Peppers and Don Rogers, offers a new way of looking at customers that encourages customer loyalty, more customer retention and ultimately higher and better profits. Return on Customer (ROC) is equivalent to total share... Chapter Download
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GE Fleet gets its customers on the road with BI
When it came to determining how to provide information to customers, the car and truck fleet management company made sure customers had a voice. Article