Find out more about what makes customer loyalty happen and how Brand Keys metrics is able to predict future consumer behavior: brandkeys.com.
But done well it makes the customer feel good about the company, and makes the staffers feel good, too.
We are imagining a future world with our customers and then we make technology that makes our customer dreams come true.
It takes courage and training to let your service people operate without scripts, but it certainly makes the customer experience better.
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Messaging meant to shape customer opinion never makes it past the customer reviews, recommendations, blog posts, price comparisons, mobile apps, etc.
Here's how it works: When a customer makes an online purchase, the retailer's Web site sends a cookie to the customer's browser.
This, it can be argued, makes them intensely customer-centric, something that might be expected to serve them well in the 21st century.
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Why waste energy on the tools of persuasion, runs the argument, when you can glean results simply by streamlining how the customer makes a transaction?
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There is a good reason for this, a reason better than just that my major customer makes the stuff that makes all those light bulbs work.
They will even tell you when and how they want to engage with your sales teams and their expectations of what, for them, makes a valuable customer experience.
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In that piece I referenced a study conducted by Shopify which revealed that that when a customer makes a purchase after coming over via Pinterest, they spend on average twice as much if they had come via Twitter or Facebook.
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BillShrink makes money when a customer uses one of its recommendations and purchases a service.
Your great content makes it easier for customer service to keep new customers engaged.
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All this makes government a key customer rather than just a big buyer.
These stores will have to be updated and given a new look since their low rent and customer loyalty makes them valuable assets.
Dealers say Thor's company-within-a-company structure makes it responsive to customer wishes.
Having been an employee usually makes you a better customer.
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Tricky financial products with confusing pricing options lead to short-term gains for companies, but such gains are not sustainable in a competitive environment where everyone is offering similar products and customer loyalty makes the difference.
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The Kindle Fire just makes it easier for a customer to get what they want, as fast as possible.
Combined with strong technical leadership, that makes a clear recipe for customer enthusiasm.
The airline industry is one that makes HMOs look the epitome of customer friendliness and tender, loving care.
Of course, the relationship between customer experience and loyalty makes intuitive sense.
It lowers revenue, drives up expenses, makes reaching profitability harder, hurts customer relationships and can turn a healthy company culture into a toxic situation.
Looking across the three points outlined above, a theme is clear: SAAS investors need to weigh what a company is spending to reach its customers with what it makes on a successfully-sold customer.
That makes no sense if you think about businesses trying to maximize their profit from any given transaction, but it makes sense if you remember that customer satisfaction is an important factor in the long-term success of a retail business.
But unless I use Skype to make phone calls (which I do when I travel outside of the US), Skype makes no money on me as a customer.
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That makes the company more reliant on strong customer service and other niceties, like its leather seats and DirecTV, to deliver a better passenger experience than its competitors.
Connecting trips directly to the ability to support revenue generation, customer retention or employee satisfaction makes travel a strategic category for spend, ensuring return on travel and expense investment.
That ease of use, for which Apple is well known, makes for a sticky experience that drives customer retention and that is critical in what I have dubbed the smartphone and tablet wars.
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Verizon's FiOS is literally at the top of its industry in customer satisfaction and it isn't just the fiber running to the outside of its customer's houses that makes it so great -- although no one is saying FiOS is perfect -- it is the total package including how FiOS doesn't mark any content as Copy Once or marry CableCARDs to 3rd party hardware.
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