Customer Loyalty
The ROI of customer service
What is the ROI of customer service? It’s a great question. It’s also a bit of a trap, because most of the answers you’ll get aren’t helpful.
September 24, 2019
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Category: Customer Loyalty
Customer Loyalty
Volkswagen Just Schooled Boeing on Customer Loyalty
Wow! On Monday, my article on Boeing’s lack of transparency and failure to take ownership came out in Fast Company. Yesterday, Volkswagen dramatically punctuates how
June 6, 2019
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Customer Loyalty
Is Loyalty Worth The Risk?
“But that’s the thing about loyalty, isn’t it? It’s given freely. You can’t say ‘I’ll be loyal to you only if you are loyal to me.’ That’s not loyalty – that’s a contract.”
April 12, 2019
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Customer Loyalty
Customer Loyalty Comes From These Three Things
There are two common beliefs about customer loyalty. The first is that loyal customers are important to a business. The second is that loyalty, in
September 6, 2016
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Customer Loyalty
Imagination And Connection Go Hand In Hand
The recipe for building relationships has probably never been stated more succinctly or elegantly than by Dale Carnegie. One of his most famous quotes from
March 20, 2016
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Customer Loyalty
The Science of WOW! Customer Service Research is Out
The Science of WOW is ground-breaking new customer service research that speaks to the importance of empowerment, ownership, service recovery and customer service training. Companies will find this a useful resources as they work toward improving their overall customer experiences.
December 10, 2015
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