Loyalty Programs

What If Everything You Believe about Social Media is Wrong?

October 27, 2011

What if going viral was the beginning of the end for your company instead of a dream come true? Or, spending hours on end tweeting, posting, and conversing was an epic waste of time? What if you could get past the hype and discover the real secret to social media success? Would it change how [...]

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Why Your Customer Relationship Management Strategy isn’t Working

October 18, 2011

In 1999, the marketing world was in the midst of change. A few visionaries had already seen the future and grabbed for the Internet golden ring. Amazon was heading towards the World Wide Web Hall of Fame while Barnes & Noble was struggling to find the sweet spot between ecommerce and bricks & mortar. A [...]

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Getting Social with Your Customers

October 13, 2011

Social customers are people who buy from your company and actively promote it online. They may be any place within the life cycle. These customers are extremely valuable. When they mention your brand to their community, they provide social proof that your company, products, and services are good. Their value doesn’t stop there. These customers [...]

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How to Improve Customer Loyalty – Easy Trumps Exceptional

June 16, 2011

Long ago in a galaxy far away exceptional customer care kept people coming back for more. Companies worked overtime to wow their customers. Adages like “the customer is always right” were corporate rules to live by. Then things changed. Companies became less focused on delivering exceptional experiences and customers cared less about having them. Sometimes [...]

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Does Social Networking Affect Your Customer Retention Rates?

May 11, 2011

What was your customer retention rate in 2010? Did it increase or decrease? Did the buying patterns change? Do you know your numbers or do you need a moment to look them up? Or, are you clueless when it comes to customer retention analytics? Falling into the clueless category is understandable because customer retention rates [...]

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