What Drives Customers to Stores?
Customer service may be one of the most important forces that drives customer TO YOUR STORE. Some proof can be found in the results of this survey.
Tag: customer service
A Different Measure for Loyalty
Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
Rational and Emotional Trust
Dr. Bill Bleuel calls trust “the holy grail of relationship management,” explaining the difference between rational and emotional trust.
More About Trust
Trust appears to be gaining in importance as a way of building customer relationships that transcend the multi-channel media.
Customer Satisfaction Impact on Purchase Intent
Statistics continue to demonstrate that companies that pay attention to customer satisfaction increase their sales more than other companies.
Top 5 Business Books for the Beach Chair
Now that summer is upon us, we have compiled the top five business books you should have on your 2010 summer reading list.
Retaining Customers Part III: Invest to Prevent Customer Defections
This is the third of a series of four blogs devoted to the topic of customer retention. Read Part 1 and Part 2. Every customer that you keep represents at least three that you don’t have to attract. Numerous research studies indicate that the cost of acquiring a new customer usually runs from two to … Continued
Businesses Pay for Lack of Customer Service
Nancy Dodd, MPW, MFA, is editor of the Graziadio Business Report and an adjunct professor of screenwriting. Customer service has been on my mind lately, or I should say a lack thereof. Business executives budget fortunes to figure out how to attract customers while the customers they lose out the front door go unnoticed. It … Continued
Retaining Customers Part IV: Parting Comments
This is the last of a series of four blogs devoted to the topic of customer retention. Read Part 1, Part 2 and Part 3. The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as tools to ensure integrity, accountability and decision-making relative … Continued