The Consumer Challenge

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...

Emerging Loyalty Trends for Business

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....