The Key Difference Between Loyalty and Retention
Retention marketers know there is a difference between customer loyalty and retention. Without a proper understanding of the two concepts, it’s not possible to retain valued customers and grow wallet share. Consider: A business that keeps customers... Read More
How Customer Centric Is Your Organization?
Customer centricity is evident in many ways. These include superior customer service, product quality, personalized communications, and responsiveness. By creating a customer-centric culture from the CEO down to your customer-facing employees, your o... Read More
Are You Ready for Customer Experience Management?
Customer centricity will only take hold when it’s woven into the fabric of an organization. And that will happen only when customer experience management (CEM) is embedded into a company’s entire operations. Getting to the point where CEM is a... Read More
Create a Customer-Centric Account Strategy
Sure, customers share behaviors, preferences, traits. They have similar opportunities and face similar challenges. But no two customers are the same. Each has its own unique set of needs and business models that share their expectations of working wi... Read More
12 Technologies That Support CEM
The foundation of a customer-centric culture is a structured, measurable customer experience management (CEM) strategy. Companies can support and enhancing those strategies with enabling technologies. There are 12 types of technology that can play a ... Read More