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Wealthy consumers are more loyal. A nationwide survey showed that high-income households exhibit greater loyalty and are influenced more by loyalty programs than average income households. Even more influential than age, gender or geography, household income proved to be most indicative of the strength and impact of customer loyalty. |
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Thursday, 17 May 2007 |
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Bankruptcy can be a wake-up call for airlines about the need to run their operations more efficiently, but it also can shine a light on a more basic challenge like making customers happy. |
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Tuesday, 15 May 2007 |
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There are no industry standards for measuring customer satisfaction in the global services industry. In their absence supposed discontent can take on epic proportions and all feedback can appear that customers should aspire to implement |
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Monday, 14 May 2007 |
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Companies measure customer commitment by their transactions. But that often has little to do with how people genuinely feel about the business |
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Thursday, 10 May 2007 |
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A recent worldwide survey revealed that customer service is a critical driver of profitability and satisfaction, with more than 75 per cent of consumers saying they would give more business to a company based on a great contact centre experience. |
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Wednesday, 09 May 2007 |
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It's official. Forget the prizes. Forget gifts or donations to charities. If you want to express appreciation for your customer's business, do it with good customer service. That is the finding of a recent customer loyalty poll. |
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Wednesday, 09 May 2007 |
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The U.S. Department of Transportation released data that puts American Airlines at the bottom of large U.S. carriers in on-time performance, baggage handling and customer complaints during the first three months of the year. Though this may be particularly stinging for American in light of its broad movement to improve service, the airline isn't alone in fielding increasing numbers of complaints. |
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Tuesday, 08 May 2007 |
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Relationship Equity is a term used frequently in industrial sales and it means exactly the same thing that we refer to when we discuss customer loyalty in the hospitality industry. |
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Monday, 07 May 2007 |
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I recently spoke with a resort manager about a stunning Asian hotel I had stayed in. His first response to my appraisal of the beautiful surroundings and exotic culture was, "Oh yes, they have fantastic service there." |
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Monday, 07 May 2007 |
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With the average U.S. household belonging to 12 customer loyalty programs, many best-of-breed retailers are revamping their retention efforts in order to stand out from the crowd. |
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Monday, 07 May 2007 |
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