Mac News: Customer Loyalty

Outsource Your Processes, Keep Your Customers
May 08, 2009

Driven by the housing market landslide and seizure of the global credit markets, economies the world over have slipped into retrenchment and recession. Many organizations are tightening capital and expense budgets, closing locations, shortening hours or reducing staff. Still others are tempted to reduce the level of service and support they extend to customers.

The Cure for Social Media Brandjacking
May 04, 2009

The burgeoning world of social media could be a huge threat to your brand if not managed properly. On the other hand, the world of social media may be the biggest marketing opportunity in years. The difference is all in how proactive you are in protecting yourself by becoming part of the broader social networking community.

Rising to the Challenge of Capturing Customers in 2009
March 03, 2009

This year promises to be one of the most challenging in recent memory for online retail. The strategies and tactics that online retailers have relied upon in the past will not work in this harsher, new consumer climate. This year will clearly separate winners from losers.

Harvesting New Customers in Hungry Times
February 26, 2009

Recession. Nine letters you never want to see together in one word; at least not in that order. Sales and marketing departments across the globe are reeling from one of the worst financial crisis in recent business. The stock market is down, unemployment is climbing, and businesses are bracing for what could be a long, slow recovery.

Social CRM: What's Working, What Ain't
February 19, 2009

A computer company's research team puts their latest video up on Facebook rather than presenting it during a technical conference. A video game developer turns to Twitter to first break the news of a new release to the masses. A salesperson stays in touch with all professional relationships -- colleagues, mentors, proteges, former bosses, even friendly rivals -- through LinkedIn.

Selling With Operational Excellence
February 18, 2009

The recession is ahead of our thinking about how to sell around it. Our first response is a tried and true strategy that is not right for all occasions. People will disagree with me, but so far we've seen a steady stream of one idea -- staying close to the customer and attending to the customer experience. There is nothing wrong with this customer-centricity and a lot to be admired.

Two Kinds of Community
January 14, 2009

I have been writing about communities for many years, and it seems like a particularly good topic for the interesting times we live in, to borrow a Chinese phrase. A couple of weeks ago I wrote that this is a perfect time to engage in community building, but there is a lot of ambiguity built into that statement, so today I will attempt to clarify.

Attention E-Shoppers: Thursday Is Free Shipping Day
December 17, 2008

Move over Black Friday and Cyber Monday, and make room for yet another retail-inspired shopping event. Free Shipping Day is here -- or rather, it will be here on Thursday, Dec. 18 -- the last day someone can order a gift online and have it guaranteed to arrive on Christmas Eve with free shipping.

Actions Speak Louder Than Surveys
December 11, 2008

Have you ever answered one of those "how was our service?" questionnaires to let somebody know you weren't happy with the experience you'd had, and then never heard anything back from the business that asked? Or maybe this holiday season your boss asked where the staff wanted to go for the office party, only to have him pick his favorite spot regardless.

Bundled Services: A Great Big Ball of Consumer Angst?
December 05, 2008

Are cable "bundle" customers changing channels to wireless telecom services? A recent study by the CFI Group, which focuses on measuring customer satisfaction and CRM issues, indicates they are. That is, if they can. Some can't, either because the choice is unavailable, or they have signed the option away.

Customer Service in the Shipping Industry: Lost in Transit?
November 21, 2008

The joke used to be on the U.S. Postal Service. Indeed, jabs about the government's mail system may have driven business to private-sector competitors like United Parcel Service, Federal Express and DHL. That was decades ago; now, it seems, some of the same companies designed to outperform the USPS have attracted complaints about sluggish deliveries and failure to deliver.

Don't Mess With the Platform - Enhance the E-Commerce Experience
November 14, 2008

As I watch the world economy spiraling downward, I thank my lucky stars that I happen to work in one of the few industries that is expected to grow despite the downturn. Nonetheless, online retailers are going to face slower growth than we were all predicting even a few weeks ago, and the industry is being forced to completely reevaluate budgets and priorities.

In-Flight Customer Service 2.0: Beating Low Expectations
November 13, 2008

If you've flown lately, you know the drill: long lines, delayed flights and higher ticket prices. Consumers have come to expect no less, and no more, from air travel. Even without the stress from a struggling economy, air travel in particular tends to bring about discomfort, dissatisfaction and anxiety, both for employees and for customers.

Loyalty Lab: The Key Is to Keep Adapting
November 11, 2008

Five years ago, Mark Goldstein and three partners recognized that loyalty programs were becoming a cottage industry. Coming up with the right way to manage those programs, he believed, would be a neat trick. So would finding an effective way to lure in customers. "The toughest part of the business is the selling," Goldstein, founder of San Francisco-based Loyalty Lab, told CRM Buyer.

To Keep Customers Coming Back, Get Personal
November 06, 2008

As the economy continues to decline, retailers are fighting a fierce battle for a share of the consumer's wallet. Every customer counts, but the loyal customers are particularly valuable, especially when your competitor is just a click away. The Web gives consumers access to far more options than were available in pre-Internet days.

Stop Giving Your Customers Reasons to Leave
November 04, 2008

Most retailers experience a downturn in a weak economy. As consumers rein in spending, a downturn is usually not distributed equally among all retailers. The extent of the downturn depends on a number of factors, including geographic location of stores, product categories being sold and specific market segments.