Discover why reducing customer effort improves customer loyalty, and five ways to achieve that now.

Improving customer loyalty is not hard if you focus on the two important things revealed in a major HBR survey

Discover how contact centres can provide proactive customer experience to increase customer loyalty and reduce inbound volumes.

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.

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

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

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

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