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Contributor: Adrian Swinscoe
Posted: 04/17/2017
Are You Truly Engaging With Your Customers?
As firms are looking at strategy and budgets for next 12-18, how to improve customer service, customer engagement and customer experience are likely to be playing a large part in many of the discussions. Now, customer service and overall customer experience is pretty easy to understand. At least, it’s pretty straight forward to gauge what is good, Full Content »
Contributor: Zarina de Ruiter
Posted: 02/06/2017
Customer Loyalty Challenges Telecoms
Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms. With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching brands Full Content »
Contributor: Colin Shaw
Posted: 02/01/2017
How to Connect Employee Loyalty with Customer Loyalty
Customer experience author, blogger and speaker Colin Shaw says that successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades is how these two groups are related, if at all. Over the past 20 years, the connection between the two groups, loyal employee and l Full Content »
Posted: 11/07/2016
NPS Data Customer Experience Success
Net Promoter Score (NPS) has become the most widely accepted measure of customer loyalty and retention. It is also the only customer experience metric proven to be a leading indicator of a company’s growth potential and financial health. For companies using NPS as part of their customer experience management (CEM) programme, one of the most common Full Content »
Contributor: Tania Silva-Jones
Posted: 10/18/2016
Philips Customers Human Level Digital World
Anouk Vastert is the Global Director Transformation, Marketing & Digital at Philips Consumer Care. In this interview from the Digital Marketing Exchange she discusses:Building loyalty within the any time, anywhere, any place principleHow to engage with customers on a human level in a digital worldThe challenge of undergoing a company-wide cultu Full Content »
Posted: 08/01/2016
Webinar 30-Minute Customer Experience Remodel – Creating a Customer-Oriented Culture
Customer centricity is not just a buzzword, it's an attitude that drives long-term monetary gains and increased brand value. But how do you make customer centricity a key part of your company's core values and measure the financial benefits? Join our upcoming webinar to find out.  According to Forrester’s Customer Experience Index 200 (CX Inde Full Content »
Contributor: Maya Fowell
Posted: 04/20/2016
It is a well-known fact that it is much cheaper to retain an existing customer than acquire a new one. However, in a demanding and fickle market, where one tariff change or negative customer service interaction could lose you a customer, how can operators keep your customers engaged, satisfied, and most importantly spending on their networks?SEE AL Full Content »
Contributor: Danny Andrea
Posted: 04/18/2016
In a changing age of customer loyalty, the Retail Director of Artisan du Chocolat says that it is brand loyalty as a whole that organisations should be focusing their attention on. Customer loyalty is changing. As quick as the click of a mouse (does anyone even use a mouse anymore?) the customer is able to change their decision about who they choos Full Content »
Contributor: Zarina de Ruiter
Posted: 04/12/2016
The Customer Experience Director at Sky Italia talks about the different ways they measure NPS and how they optimise customer interactions across touch points. Susan Wakefield is the Customer Experience Director at Sky Italia. In this presentation at the CEM Telecoms Global Summit, she discusses: The transactional and journey NPS’s they use at Sky Full Content »
Contributor: Andrew MacKenzie
Posted: 03/28/2016
Trade and Production to Customer-Driven Digital Engagement
What does the modern marketer have to take into consideration for a successful campaign in the digital age and to ensure increased customer engagement?According to the Chartered Institute of Marketing (CIM), the term ‘marketing’ can be defined as “the management process responsible for identifying, anticipating and satisfying customer requirements Full Content »
Contributor: IQPC Editorial Team
Posted: 03/21/2016
The retail industry has undergone a significant change in recent years. With the rapid rise in online stores and mobile shopping, the high street has seen a decline in footfall, and the lifetime customer loyalty many brick-and-mortar stores were accustomed to is no longer a given.Retailers have to work harder and focus more on delivering a wow expe Full Content »
52 results
of 5