How Does Technology Impact Loyalty and Results?
March 15th, 2019 Posted by Steve Fitzgerald Customer LoyaltyTechnology can have a detrimental effect on results. Why you need the right balance between Digital and Voice.
Posts in Customer Loyalty
Is Your Digital Customer Experience Disappointing?
November 9th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer Loyalty, Mobility, Multi Channel84% of digital experiences fall short of customer expectations. Do yours?
What Does Customer Service Excellence Mean To You?
October 26th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer LoyaltyIs the customer service you’re providing excellent, or just mediocre? Here’s all the things that really matter to customers.
How to Avoid Avoidable Customer Churn
September 7th, 2018 Posted by Steve Fitzgerald Customer Experience, Business Intelligence, Customer LoyaltyAvoidable customer churn is estimated to cost companies $A45b per year. Driver analysis and predictive modelling can help reduce churn.
Do Your Customers Understand?
August 3rd, 2018 Posted by Steve Fitzgerald Customer Experience, Customer LoyaltyDiscover the communication issues which cost you money, and the types of things you should avoid saying or writing.
The Importance of Smoothing the Customer Journey
July 27th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer LoyaltyIs your customer journey disconnected? If so, this survey of more than 1,000 Australian consumers shows you exactly how much you’re risking.
Why Reducing Customer Effort is Better Than Delighting Customers
July 20th, 2018 Posted by Steve Fitzgerald Customer Experience, Customer LoyaltyDiscover why reducing customer effort improves customer loyalty, and five ways to achieve that now.
The Real Secrets to Improving Customer Loyalty
July 6th, 2018 Posted by Steve Fitzgerald Customer Loyalty, Customer ExperienceImproving customer loyalty is not hard if you focus on the two important things revealed in a major HBR survey
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