Monthly Archive for: ‘September, 2010’

The Liability of Customer Feedback

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LOOK OUT! Customer feedback that is not acted upon can easily become a liability and damage brands long-term. Not willing to act on customer feedback? Consider not asking.

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Prevents Hassles: Customer Experience Management

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Do you proactively embrace customers’ constructive feedback? While surveys have long been in place for most companies, only 31% of marketing executives report that their company takes customer listening seriously, and just 38% of companies are gathering customer insight from customer engagement situations.

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Customers Will Stay Loyal If You Act On Their Input

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As a company grows, the battle between internal priorities and customer needs intensifies. And the customer often loses. Internal issues, from cutting expenses to negotiating leases to buying technology, can demand your attention. That leaves less time and energy to learn what external constituents think.

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The Real Value Of Customer Complaints

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It is said that 91% of people don’t complain. They prefer to obtain their revenge by not buying from a business that has given them an inferior product or a poor service. They have a passive power and they know it!

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Is Customer Lifetime Value A Waste Of Time?

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Customer Lifetime Value (CLV) can be very useful in certain situations, but in many organizations the measurement of CLV becomes so complex that it is rarely successful. The answer always has to do with the objectives of the analysis, and what you intend to do with the results.

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You Are What You Measure

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Many retailers have implemented a loss-leader strategy in an effort to secure a relationship with a customer and, it is hoped, do business in other more profitable areas. What needs to be addressed along with this is the measurement of customer lifetime value.

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Nobody Wants A Rebate

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The real deal would be to get the best price immediately and without having to fill out some special forms and attach some special receipts that we are likely to lose before we ever get home.

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Why are Your Customers Leaving?

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As a business owner, executive or manager of an organization, how do you know if the customer experience is contributing to your customer defections? Here are some basic questions to ask of yourself.

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The Customer-Centric Company

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Here are seven signs that you’re running (or working for) a truly customer-centric company.

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B2B Marketers Should Focus on Lifetime Value

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The successful marketer knows that marketing is a long-term process. He knows that the true value of each new sale is not just the immediate profit received; it is in the lifetime value of the new customer.

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5 Ways To Improve Quality

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Every business owner likes to think that he or she has a commitment to quality. If that were truly the case, of course, no product would ever disappoint, and no service would result in a complaint. So how can you improve quality at your company? Here are 5 steps you can take to put you on the right path.

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