Posts containing keyword: Customer Loyalty
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Getting Better Results with Shapley Value Regression: by GfK Customer Loyalty, GfK Research Center for Excellence | 09/01/2009
This scholarly white paper discusses the importance of predictors, the Shapley Value Approach, and how it can be used to solve marketing challenges.
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Customer Satisfaction Analysis: Identification of Key Drivers by Ken Powaga, GfK Customer Loyalty | 06/30/2009
A look at the theoretical and practical advantages of Shapley Value and Attributable Risk concepts in elaborating optimal marketing strategy.
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Integrated Customer Measurement by Ken Powaga, GfK Customer Loyalty | 09/19/2008
In the September 15, 2008 issue of Marketing News, Ken Powaga shows marketers how to sustain customer loyalty through integrated customer measurement.
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6 Steps To Improving Customer Satisfaction and Loyalty by Ken Powaga, GfK Customer Loyalty | 07/06/2009
In today's tough economic times, how do you justify your investment in customer sat and loyalty programs? Make sure your program does these 6 things.
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Four Steps Up Profits Using Customer Equity: by Ken Powaga, GfK Customer Loyalty | 09/09/2009
A large portion of business value is customer equity—the expected profit flow from customers. Here are 4 ways to step up profits using your customer equity.
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Profiting from Customer Churn by Ken Powaga, GfK Customer Loyalty | 10/23/2009
What is customer churn and how can companies use it to improve their bottom line performance? Find out in this podcast Q&A with loyalty expert Ken Powaga.
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The Evolution of Private Brands by Ralph Blessing, GfK Strategic Innovation | 11/18/2009
Private labels have increasing consumer appeal in today's tough economy. What does this mean to retailers? Learn where private brands will--and should--go next in this white paper.
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Customer Loyalty Action Planning for B2B Companies by Erik Andersen, GfK Customer Loyalty | 12/01/2009
Smaller sample sizes can make it difficult to measure and manage loyalty in B2B key client relationships. The solution? Use AHP to set priorities and create your action plan.
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Customer Experience Management and Loyalty by Steve Nelson | 03/17/2010
Many articles over the last several months have been proclaiming the death of Customer Loyalty. But is it really dead?
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Predicting Customer Behavior by Don Simons, GfK Customer Loyalty | 03/17/2010
Who’s innovating in the upcoming decade? We thought we’d approach that question by featuring two of our most highly predictive tools and how we’re using them to help...
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Avoid Costly Customer Frustration with an Early Warning System by Don Simons, GfK Customer Loyalty | 03/18/2010
An article in this weekend’s New York Times titled “Capturing the Moments of Customer Frustration” caught my attention. As someone who spends every day thinking about customer...
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A Better View to Consumer Behavior by Nick North | 03/22/2010
Outside of direct marketing ads, it’s been very difficult to quantify the extent to which online advertising drives future sales...
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When Service Goes Badly by David Albert, GfK Customer Loyalty | 03/25/2010
A Key Ehancer is now a Key Dissatisfier. Wireless Telecom companies need to take notice, or risk losing customers.
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Successful CEM Requires True Customer-centricity by Steve Nelson, GfK Customer Loyalty | 04/06/2010
An outside-in orientation helps companies become customer-centric and Process Mapping can help identify what process changes may be necessary to get there.
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Regression Not Appropriate for Customer Loyalty Driver Analysis by Ken Powaga, GfK Customer Loyalty | 04/14/2010
Customer Satisfaction Measurement programs must identify and prioritize changes that improve overall customer satisfaction.
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Loyalty in Turbulent Times: Insights for Retail Banks: by David Albert, GfK Customer Loyalty | 05/17/2010
Consumer discontent is leading to a disproportionately large number of Exit Bound customers at retail banks. How do you plug the leaky bucket and get more business?
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Inside GfK's Customer Churn Analysis by Ken Powaga | 06/04/2010
Customer churn is more than a simple numbers game where winners acquire more new customers than they
lose. Learn what really drives the quality AND the quantity of churn.
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The Eight Words That Say You Are Getting Bad Customer Service by Erik Andersen, GfK Customer Loyalty | 06/04/2010
Have you ever been frustrated by the level of help and service from a provider? What words do you hear that tell you when you are getting poor customer service?
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Employee Engagement by Angela Ballinger, GfK Customer Loyalty | 06/23/2010
Find out some of the simple things you can do every day to positively impact how employees feel about coming to work.
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How To Make It In The "Experience" Economy by Jeanne Wichterman, GfK Customer Loyalty | 07/07/2010
In the ups and downs of the “new economy,” how can you set your company apart from others and ensure that you’re capturing customers for the long haul?
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The Role of Social Media in Customer Loyalty Management by Stacy Baker, GfK Customer Loyalty | 08/06/2010
While reading a popular food magazine, I came upon a question from a reader that made me think about role of social media in customer loyalty management. The reader asked whether online restaurant review sites like Yelp and Chowhound were the future of restaurant criticism.
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Stop Delighting Your Customers!?! by Steve Nelson, GfK Customer Loyalty | 08/24/2010
A recent HBR article suggested that companies stop delighting their customers. Is that what they really meant? You be the judge.
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