Tag: Customer Loyalty & Retention

December 24, 2020

One more casualty of 2020: Customer trust. Customers don’t trust companies the way they used to. Here’s why it’s important to win back their trust – plus how to do it. The “trust” factor dropped 10 points in the Forrester […]

February 11, 2019

Customers probably flock to your loyalty program, then scatter when it comes time to use it. Here’s why customers don’t participate enough – and how to make yours more effective. Less than half of customers who sign up for loyalty […]

August 13, 2018

Do you go far enough to make the customer experience remarkable? These companies do. They might have gone an extra mile to wow customers, but they didn’t have to go a thousand miles to do it. Even better: Neither do […]

September 13, 2017

Once customers begin to use a product or service, they’re going to be anxious to see positive results. They may also have challenges and problems, and if they have nowhere to turn to get answers, because their salesperson is busy […]

June 26, 2017

It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact? Yes, according to new research. Positive personal interaction will always […]

May 15, 2017

Many customers sign up for loyalty programs. Some customers actually stick around a while because of the plans. But here’s what really keeps customers loyal. Customers stay loyal to companies for many of the same reasons they stay loyal to […]

November 29, 2016

Companies have shown their thanks to customers through loyalty plans longer than Thanksgiving has been an official holiday. And while Thanksgiving hasn’t evolved much — we still eat turkey and pumpkin — loyalty plans have. Some companies have added unique […]

October 17, 2016

Customers can come and go as quickly as clicking the “next” button on their smartphones — that is, unless they’re rooted in their relationship with you. Whether you’re a brick-and-mortar facility, online or a combination of both business models, customers […]

July 25, 2016

Customers are feeling pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers. Salespeople […]