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The Consumer Challenge

Posted by on Apr 7, 2011 in CRM | 0 comments

Today’s socially networked consumer is demanding more from the companies they do business with. They are expecting higher levels of service and enhanced communications provided through ever increasing virtual channels, and outlets using Social Technology for voicing opinions and more importantly communicating with each other about YOUR product or service and about their experiences with YOUR company than ever before. Engaging in proactive conversations with those

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Emerging Loyalty Trends for Business

Posted by on Mar 30, 2011 in CRM | 0 comments

Customer satisfaction is not always a differentiator, it’s a lagging indicator. Customers expect to be delighted and cosseted these days. So instead of focusing on satisfying customers, companies need to look at new ways to build true loyalty and advocacy. Recently I picked up on an interesting article by Mark Johnson CEO of Loyalty 360 who highlighted seven trends he sees in customer loyalty. Most of these trends take the idea of loyalty beyond just a tactica

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