It is clear that for many organizations there is a gap between aspiration and performance in respect of customer service. Is Customer Service Just A Buzzword? The sad reality is that for many organizations, the terms customer retention, customer loyalty and customer satisfaction are mere buzzwords. They are not measured or managed, and do not [...]
Tesco UK’s relaunch of its 15 million member Clubcard loyalty scheme is symptomatic of the rearguard battle to retain customers in an environment of increased competition and customer price sensitivity. It raises two questions for every business: – How to respond to changing customer buying patterns in light of tighter budgets and increased price sensitivity. [...]
After a decade of buoyant demand, organizations are facing a battle on two fronts – to protect and grow. That is to protect existing customer revenues from being poached by competitors, while seeking out any new business that exists in the marketplace. Your Competitors Are Circling Your Customers: Clearly the challenge of finding new customers [...]
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