When it comes to building brand equity with customers, Tisch says, companies must embrace new strategic communication tools and deliver deeply rewarding experiences. [Read More]

A growing business lives and dies by repeat customers or clients, especially in uncertain economic times like these. Studies show it can cost up to 10 times more to land a new customer than to [Read More]

“To build a product idea you need to understand what your customers’ needs are,” says Chris Miller, founder of Lancaster, Pa.–based Innovation Focus, which helps companies design and facilitate business development programs to foster growth. [Read More]

Competitive advantage is a hot buzz concept in business today, but in his book Hidden in Plain Sight, Erich Joachimsthaler makes the case that a focus on “customer advantage” is a surer path to growth. [Read More]

Sales superstars don’t just magically appear. They design their paths to superstardom through hard work and smart choices. They also master the sales techniques necessary to ensure success, which is especially critical. To develop great [Read More]

Back when S&H Green Stamps first introduced many Americans to the idea of a customer loyalty program, consumers were more than willing to fill up stamp-saver books in exchange for reward currency. Today, shoppers are [Read More]

A better product or a more competitive price may spur customers to take their business elsewhere, but most depart over customer service issues. In a recent consumer study conducted by UCLA, 68 percent of respondents [Read More]

It seems counterintuitive. Bad profits? But Fred Reichheld, a director emeritus and fellow at Bain & Co., has a strong message for businesses that are shoring up the bottom line at the expense of customer [Read More]

The importance of earning customer loyalty cannot be overstated. It is, after all, a good way for companies to stay profitable. But to the authors of Loyalty Myths, placing loyalty above all other business concerns [Read More]