A successful customer experience program involves seven intricately-linked steps. The first step is program design. Designing a successful customer experience (CX) program requires constant iteration ...

Data fuels a customer retention program. Customer data collected from various touchpoints is key to deciphering customer behavior and implementing effective retention strategies by improving customer ...

The customer development group at a large, publicly held high-tech company needed a central repository of data to help identify satisfied customers willing to be references when sales associates ...

Heightened expectations backfire. Loyalty members expect better service and react more strongly when brands fall short. Unmet expectations can harm brand equity. Perks can backfire. Loyalty rewards ...

It's a fact: firms with high levels of customer loyalty have also earned high levels of staff loyalty. It's darn near impossible to build strong customer loyalty with a staff that is in constant ...