Gestão e Estratégia

Do you need to be ‘friends’ with your customers in order to succeed in business?

This was the question which came to mind last week when discussing with a chief executive about how he could improve customer satisfaction. The challenge his organisation is facing is that 18% of customers say that they wouldn’t use the services of his company again. Of course, from a positive perspective, that does mean that 82% …

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Gartner Says Organizations Are Changing Their Customer Experience Priorities

Leading CX Priorities for 2015 Are Projects Aimed at Improving Consistency Across Channels and Acting as “One” Unified Organization  Organizations have changed their customer experience (CX) priorities for 2015, according to a recent survey by Gartner, Inc. The survey took place in January 2015 among Gartner Research Circle Members, a Gartner-managed panel composed of IT and business …

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Lealdade do Cliente

A Deloitte apresenta a lealdade de diversos tipos de pessoas ao desporto, bem como o que isso representa em termos de gastos com a equipa. Sem ser necessariamente o mesmo que se passa com a lealdade aos produtos e serviços das empresas, temos aqui boas pistas para o nosso dia-a-dia:

9 Tips to Achieve Successful Online Customer Service

In traditional brick and mortar stores, customer service typically entails a lot of face-to-face interactions comprised of a welcoming tone, a genuine smile, thoughtful responses, and helpful gestures. On the other hand, businessmen venturing into the online retailing industry are unable to deliver this kind of personalized service, considering that they operate on a virtual …

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What do Customers Value Most?

 Traditional loyalty programs haven’t been attracting customers for the reasons companies think. Consumers evaluate providers foremost on the experience that company provides, more so than on the company’s loyalty program, or even its products or services. It’s time for companies to acknowledge that loyalty is neither permanent, nor under their control. Companies don’t “own” loyalty; …

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4 Brands With Phenomenal Customer Loyalty and Engagement

When it comes to running any successful business, customer acquisition (while important) is really just the tip of the iceberg. Invariably, the brands that ‘win’ are the ones which are able to develop long, lasting and engaged relationships with their customers, characterized by significant brand loyalty. But how do they do it? Every business is …

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