Tag Archives: customer retention

5 Ways to Improve Loyalty and Retention

Interesting article by Robert Wollan, global managing director of Accenture Customer Relationship Management, in a recent edition of Customer Relationship Management magazine entitled, “Knowing Your Customer in the Digital Age.” New research from Accenture indicates that while consumers claim to … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

4 Key Findings to Reduce Churn in Mobile Communications

Amdocs just completed a study with Informa Telecoms and Media that highlights the importance of customer retention and loyalty programs. Sixty-six percent of operators believe customers are less loyal today than they were two years ago and 70 percent of … Continue reading

Posted in Consumer Insights | Tagged , , , | Leave a comment

NPS Leaders of 7 Industries

I read with great interest Satmetrix’, the developer of the net promoter score (NPS), loyalty leaders in seven industries. Here are the leaders and their respective scores: Financial Services — USAA = 87% (percentage of customers who ranked their likelihood … Continue reading

Posted in Consumer Insights | Tagged , , , , , | Leave a comment

Consumer Insights on Voice of the Customer

I enjoyed attending the webinar hosted by Andrew McInnes, analyst with Forrester, and Chris Cottle, EVP marketing and products for Allegiance. The topic of their webinar was “The New Frontier of Customer Voice.” Today there are multiple channels of engagement … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , | Leave a comment

Consumer Insights on Thank You Notes

I enjoyed hearing “The Power of a Simple ‘Thank You’” (http://bit.ly/ghdX8Y) on American Public Radio’s Marketplace. The report reinforced the power of writing personal “thank you” notes via a couple of stories where consumers received “thank you” notes when they … Continue reading

Posted in Consumer Insights | Tagged , , , , , , | Leave a comment

Consumer Insights on Imperatives of the Marketing Revolution

I enjoyed the webinar presented by Aprimo in which they shared their imperatives of the marketing revolution. As the new director of marketing for the American subsidiary of an Irish-based company, I plan to take these to heart: 1. Marketing … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , , , , , , , | Leave a comment

Consumer Insights on Driving Revenue with Marketing Automation

Mac McIntosh of Acquire B2B provided some great information during a recent webinar I thought you might find useful. Following are his seven ways to drive revenue with marketing automation: 1. Nurture your leads. Use multiple touches and multiple offers … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , , , | Leave a comment

Consumer Insights on The Six Laws of Customer Experience

I enjoyed reading Bruce Temkin’s “The 6 Laws of Customer Experience” (http://bit.ly/gZpGey). All of the laws resonated with me and are consistent with a previous topic I blogged about. 1. Every interaction creates a personal reaction. Experiences are in the … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , , , | Leave a comment

Consumer Insights on Trusted Relationships

I began dealing with Atlantic Avenue Tire, not to be confused with Atlantic Tire, when I moved to Raleigh 20 years ago. At first I just had them align and balance my tires. Then I bought tires from them. Then … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , | Leave a comment

Consumer Insights on Doing More for Customers

In Zilch, by Nancy Lublin, there’s a chapter entitled, “Do More For Customers.” Nancy wraps up the chapter by asking eleven questions to get you started on doing more for your customers that every B2B and B2C company needs to … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , , , | Leave a comment