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Emotional Attachment and Profitable Customer Relationships
Getting Sticky - Brand managers want emotionally attached customers!
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Drive Your Results With Target-Setting Analytics
This white paper outlines key tenets of the roadmap for target-setting success. We will address the importance of determining the right overall VOC measures and laying the right foundations. This includes establishing a target time horizon for corporate VOC targets, determining relevant KPIs, cascading targets to operational units – and then tracking performance against targets.
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Winning Hearts & Minds - Loyalty in Action
All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.
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Great Expectations 2016 - Are Service Expectations Really Rising?
Explore the causes, effects and changing nature of customer service expectations. Our latest data suggests that expectations have a role to play in understanding the link between the day-to-day of customer experience and overall brand relationships.
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Is Love All That Matters? It's Complicated
The relationship status between people and their brands should, like human relationships on Facebook, sometimes be labelled “It’s complicated”. Why? Because we live in a systemic world where things exist and function in relation to one another, rather than as independent entities, not unlike the world of human relationships as viewed through the lens of social media.
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Are Your Customers Working Too Hard? The Australian Perspective
Australian companies expect their customers to do too much to resolve bad experiences. Customers four times more likely to stop doing business with a company after negative experience.
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The Importance of Mystery Shopping in an Omni-Channel Retail World
The concept of omni-channel retailing is changing the way brands interact with customers in fundamental, transformative ways.
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Are your customers working too hard?
Measuring customer effort in isolation is not enough. While it does link to customer outcomes, it is the Customer:Company Effort Ratio (C:CER) that really matters.