How the best-in-class achieve 91% customer retention According to TheWiseMarketer.com, a customer-centric shift in the market is forcing organisations to rethink customer engagement.Best-in-class companies are already outperforming the competition...

I concur wholeheartedky with UK based consultant Neil Woodcock who blogs: "Customer experience - It’s not what you do - it’s the way that you do it…and that’s what get results!” He continues: "The moment you have attracted new interest from...

A study done by RightNow & YouGov Plc in 2007 of 2,800 British consumers found that 69% of the respondents had actively complained between one and five times to a company. The results were amazing. 60% of the respondents expected the problem to be...

Most small businesses are still neglecting much needed good customer service while times are hard - but it could be an even more costly mistake, according to Rosie Beasley (business correspondent at simplybusiness.co.uk), who gives tips on restoring...

I respect the work and publications of Lior Arussy's Strativity Group. They recently conducted a study among 1,994 consumers in the US and Canada. The purpose of the study was to discover if customer loyalty is dead due to the challenging economic...