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- Putting the Service-Profit Chain to Work
- What drives growth and profitability in a service business? Highly satisfied customers. And to keep those customers profitable, you need to manage all the aspects of your operation that affect customer satisfaction--what the authors call the...
- Articles 2008-07-18
- Improving Customer Loyalty
- Retaining customer loyalty is vital to the long-term success and profitability of your business. With industry consolidation, increasing competition, and changes in the marketplace, you need to work harder than ever to maintain a strong customer base. Improving customer loyalty is an essential element in customer retention. What You...
- Articles 2007-10-10
- Customer Loyalty is Underwater
- CRM was not likely to create its promised unbreakable, deep customer relationships, no matter how technologically advanced the software. In essence, CRM customers require a radically new mind set, rather than just new software. The real problems with CRM lie deep below the technology glitches. E-tailers may not only have...
- White papers 2000-07-11
- Franklin Covey Co. F2Q09 (Qtr End 2/28/09) Earnings Call Transcript
- Question-and-Answer Session Operator Thank you very much sir. Operator Instructions Your first question comes from Hamed Khorsand. Hamed Khorsand Hi. Just a couple questions here. One is that where are you seeing the strength coming from your bookings that you’re seeing the month over month increases? Robert A....
- Earnings calls 2009-04-09
- Marketing Masters: How High Performance Businesses Are Using Effective Marketing
- Mastering specific marketing and customer management functions provides a basis for market leadership. Customer loyalty is the foundation of the four key drivers of profitable, organic growth - acquiring new customers, retaining existing customers, selling more to all customers, and establishing a premium for one's brand. Marketing has a strong...
- White papers 2005-09-13
- The Ultimate Question: How to Measure & Build Customer Loyalty
- "Companies that achieve long-term profitable growth have Net Promoter Scores NPS two times higher than the average company." —Bain and Company Businesses around the world are beginning to recognize the impact of customer loyalty on profitable growth. Yet, despite the central role that service and support...
- Webcasts 2009-04-17
- Ten Suggestions to Build Customer Loyalty
- The key to a successful business is maintaining a steady customer base. After all, successful businesses typically see 80 percent of their business coming from 20 percent of their customers. Too many businesses neglect this loyal customer base and chase new customers instead. Since it costs significantly more money to...
- White papers
- Individualized Marketing Strengthens Customer Loyalty and Increases Sales Potential
- According to a study by Mercer International Management Consultants, the automotive industry lags behind other industries when it comes to customer loyalty. Improved customer loyalty could help car makers to increase sales in their dealerships and in branded accessories business. Saab is well known as a car maker with innovative...
- White papers 2003-02-01
- Loyalty and Competitive Advantage: Breakthrough Work in the Area of Customer Loyalty
- Customer loyalty has become an even more strategic imperative for firms. As the economy shifts and revenues begin to decline, customer retention is an absolute imperative for companies. Customer acquisition is expensive. Declining revenues almost always translate into shrinking budgets and companies are not in the position to mount sizeable...
- White papers 2005-05-18
- On Building Relationship with Customers
- This webcast talks about how to train salespeople to put their best foot forward, how important it is for salespeople to develop a relationship with customers. Personal trait must be considered in the process of selling. Creating the personal traits or relationships between the salesman and the customers creates the...
- Webcasts 2003-03-04
- Three Ways to Boost Customer Loyalty
- The ability to fall back on a loyal and dependable customer base has undoubtedly helped many businesses weather the economic storm, but how do you go about establishing and then maintaining the loyalty of your customers? The legendary US business guru and public speaker, Jeffrey Gitomer said: "Customer satisfaction is worthless,...
- Blog posts 2009-10-21
Additional Resources
- Managed Customer Loyalty: The Key to CRM Success
- "Losing customers costs companies millions each year. For every customer lost, companies must spend six times more revenue on acquiring a replacement than it would cost to incorporate customer loyalty strategies into their marketing efforts. Today's CRM models have centralized data points and integrate various contact channels within operations, but...
- White papers 2003-01-01
- Are your front-line workers undermining customer loyalty? (Customer Loyalty).(Brief Article)
- Employee loyalty is not just a virtue - it's the key to profitable growth, and directly tied to customer loyalty. That's the finding of new Bain & Company research and a book by Bain & Company Fellow, Frederick Reichheld. Reichheld, a...
- Research articles 2002-01-01
- Delta Air Lines wins the Brand Keys Customer Loyalty Award for the second consecutive year; Customer poll recognizes Delta for exceeding customer expectations.
- RDATE:07012002 ATLANTA -- Delta Air Lines (NYSE:DAL) today received its second consecutive Brand Keys Customer Loyalty Award in the airline category for meeting or exceeding customer expectations in the past year. Brand Keys, the world leader in customer loyalty metrics, announced...
- Research articles 2002-07-01
- Profitability: Fuel Yours With High-Octane Customer Loyalty
- This HBR OnPoint collection attacks the customer-service challenge from three angles. These angles are: Putting oneself in customers' shoes to grasp and influence their perceptions of the firm, transforming merely satisfied customers into completely satisfied ones, and striving for zero customer defections. The primary driver of long-term profitability is customer...
- White papers 2001-06-01
- The New Era Of Customer Loyalty Management: Opportunities To Create Profitable Growth
- The importance of creating and maintaining customer loyalty is not new. Most corporate leaders live by the mantra "it costs more to find a new customer than to keep and grow an existing one." However, despite heavy investments in customer satisfaction efforts, rewards programs, and CRM initiatives and infrastructure, loyalty...
- White papers 2001-09-01
- Convergys acquires unique customer loyalty firm, MAXWorldwide, to expand CRM service offerings; Convergys to offer new & unique approach to building customer loyalty and retention via customer contact centers and interactive web pages.
- M2 PRESSWIRE-7 June 2000-CONVERGYS: Convergys acquires unique customer loyalty firm, MAXWorldwide, to expand CRM service offerings; Convergys to offer new & unique approach to building customer loyalty and retention via customer contact centers and interactive web pages C1994-2000 M2 COMMUNICATIONS LTD ...
- Research articles 2000-06-07
- 12 Laws Of Customer Loyalty
- To effectively implement a sound customer loyalty strategy, data from all customer touch points must be combined into a centralized customer database. Without it, the firm is greatly handicapped in its efforts to serve the customer. This enables the marketer to efficiently comprehend the subtle changes in the tastes and...
- White papers 2004-05-11
- Vesdia and Aberdeen Report on Creating Customer Loyalty in Retail
- Lifetime Customer Value Identified as a Key Motivator ATLANTA -- Vesdia Corporation, a leading provider of loyalty marketing and merchant network services, today announced it has underwritten the research report, "Responsive Customer Loyalty: Creating Customer Commitment in Retail." The new benchmark report, written by Aberdeen Group, delineates characteristics of...
- Research articles 2008-07-29
- Nordstrom's loyalty test. (customer loyalty program, frequent-shopper incentives)(Brief Article)
- Nordstrom here has begun testing a customer loyalty program, offering frequent-shopper incentives to a select portion of its credit customers. Nordstrom here has begun testing a customer loyalty program, offering frequent-shopper incentives to a select portion of its credit customers.
- Research articles 1997-08-25
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