Posts in Customer Loyalty

consumer behaviour

If You Think You Understand Customers, Try Again

January 26th, 2018 Posted by Customer Experience, Customer Loyalty

We may think we understand consumer behaviour, but do we truly know enough to translate this into new products, services, or ways of doing business? Great question, that KPMG has addressed.

Online shopping

How Retail Contact Centres Can Help Combat the Amazon Impact

November 24th, 2017 Posted by Customer Experience, Customer Loyalty

Strategies for Australian retail Contact Centres to succeed against the arrival of the American retail giant.

In Search of Customer Enchantment

In Search of Customer Enchantment

October 6th, 2017 Posted by Customer Experience, Customer Loyalty, Mobility

Taking communication seriously is the first step to achieving customer enchantment, and banishing customer apathy in today’s business-saturated environment.

customer satisfaction survey

3 Ways to Measure Customer Satisfaction in a Contact Centre

September 1st, 2017 Posted by Customer Experience, Customer Loyalty

First Call Resolution is an indication of efficient service – not of customer happiness and loyalty. Try these customer satisfaction survey options.

customer data security

Securing Customer Loyalty, With Data Security

May 5th, 2017 Posted by Customer Loyalty, Security

A vital component of securing customer loyalty is ensuring that electronic customer data is completely secure.

Customer Experience Management

Are Contact Centres the Hub of CX Management?

October 11th, 2016 Posted by Contact Centre Management, Customer Experience, Customer Loyalty
Since the beginning of time, when the contact centre became the front line of customer interaction, it is has been considered a cost centre and operational necessity, rather than a (more…)

Loyalty Programs

Loyalty Programs – Reinventing for the Digital Age

September 19th, 2016 Posted by Customer Loyalty
Loyalty Programs – if companies set great score by what people say on social media they would probably abandon their loyalty program altogether.