It is a holiday weekend and I am sitting in my hotel room. The hotel is part of a major chain. This is kind of a busman’s holiday for me, since I really can’t shut down my brain when I observe and live the effects of bad customer service. Yet, my family needs [...]
I love seeing research stating that customer loyalty is being built on websites. Finally, companies are starting to exploit the value of this powerful sales, communications and relationship channel. Internet customer experience management is coming of age!
Companies need to think of delivering the best customer experience online as something they can control. After all, [...]
In the September 2007 issue of the American Express “Market Brief” the value of frequent diner and loyalty programs were analyzed. The results showed that there was a significant (doubling of year-over-year percentage of participants) increase in participation in frequent diner programs.
So the question is – are these programs finally gaining traction as customers solutions [...]
RSS Entries