The Thin Red Line: A High-end Customer Service Parable

  • September 01 2017
  • Loyalty Management: Articles
  • Summer Felix-Mulder

(The following story is true. The names have been changed to protect the innocent ... and prevent the guilty from suing.)Meet Mark, the friendly customer service representative at a car dealership that shall remain nameless. Needless to say, it...Read More

Why You Must Love What Your Customers Love

  • May 01 2017
  • Loyalty Management: Articles
  • Summer Felix

Loyalty programs will help get people to like your company, but they won’t make people fall in love with it. What’s the difference? Well, when you like a flower, you pluck it out from the ground, right? When you REALLY like a flower...Read More

Customer Retention in the Age of Options

  • April 03 2017
  • Loyalty Management: Articles
  • Summer Felix

Customer retention is what your company lives or dies on. Nobody wants to chase new leads without snatching a few golden gooses who lay eggs more than once.   And customer retention is worth it, too. According to the hoity-toity Harvard...Read More

Improving Customer Persona Creation Through IWA

  • February 01 2017
  • Loyalty Management: Articles
  • Summer Felix

This simple strategy is the gas to almost any fire—simply put, nobody gets it right the first time, so you have to do your best, test what works (and what doesn’t), and try again. But when the method used to test and iterate your UX...Read More

Don't Make Them Yawn - 7 Tips for Acquiring VoC Data Effectively

  • May 31 2017
  • Resource: Loyalty Today
  • Summer Felix

We all want to be leaders of our industry. Thing is, you can have the best product or service in the universe, but if customers have a bad time interacting with your brand, then you’re staying firmly planted in the dust.   It makes...Read More

4 Strategies to Turn Your Mistakes, Failures, and Negatives into Effective Marketing Messages

  • March 29 2017
  • Resource: Loyalty Today
  • The Draw Shop Team

What if everyone finds out you’re not perfect?What if your customers learn about everything that’s wrong with you and your business? Your every past mistake, every public misstep, every business failure?Will they abandon you...Read More

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