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Content tagged “customer service”

Can You Handle the Truth?

Monday, May 12th, 2008

James Hoggan can come across as an old-school, starched-shirt strategic communication authority. Representing a distinguished blend of both blue-chip and new-economy clients, the Canadian public relations guru has cultivated a particular niche in a fast-paced [Read More]

Go the Distance

Monday, May 12th, 2008

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]

How to Keep Your Customers

Monday, May 12th, 2008

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]

Improving Customer Retention

Monday, May 12th, 2008

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 Truth About Loyalty

Monday, May 12th, 2008

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]

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