A significant number of organizations have developed and expanded customer loyalty programs in order to reward customers with products, services or special prices in exchange for their business. The ...

In my experience, cultivating customer loyalty through loyalty programs and other means has never been more critical. Never before have customers had such easy access to other purchasing options if ...

Retail media networks (RMNs) have become as mainstream as existing content and advertising channels. The problem is that RMNs ...

I recently had an outstanding experience at a diner—the food, atmosphere, presentation and service were terrific. I was extremely satisfied with the experience, yet I won’t return. Why? Because I ...

The quest for customer loyalty is a priority for most businesses, driven by estimates by some sources that acquiring new customers can cost anywhere from five to 25 times more than retaining existing ...

Let me take a minute to inundate you with some commonly accepted facts about the impact of customer loyalty or the lack of it on an organization. Do you know that: 98% of the dissatisfied customers ...

Measuring and processing big data relating to customer satisfaction and tweaking customer experience management is universal. Creating customer loyalty is profitable, and customer churn is a negative ...

Traditional customer service surveys remain an option for now, but they are gradually becoming outmoded. More and more, the world’s leading brands are using Net Promoter Score (NPS) to measure ...

Churn is more than outright defection; it can also include silent attrition, where customers remain nominally active but reduce engagement, spending, or product adoption. High churn rates erode ...

A 2016 survey of executive leadership found that 90% of CEOs believe that consumers are one of the greatest impacts on business performance and strategy. However, customer satisfaction provides an ...

Measuring the customer experience based on the services your company provides requires that several types of survey instruments be used. It is very important to your overall business health and growth ...

The goal of all businesses is ultimately the same: to make money—whether by increasing revenue or improving profit. Now, to accurately measure performance over time and help the decision-making ...