December 11, 2012 |

Happy Satisfaction to All, and to All…Truly Loyal Customers

Before Thanksgiving, Jeff Haden answered a reader’s question in a great Inc.article, “How to Cultivate Truly Loyal Customers.” It’s great article that outlines the four basic forms of customer loyalty: Purchased,... Read More

Categories: Uncategorized
September 20, 2012 |

Don’t Let Deal Junkies Decide Your Fate

In an Associated Press article that ran in the Bangor Daily News, the headline asks the question: Can retailers wean shoppers off bargains? Before I answer that question let’s take... Read More

August 14, 2012 |

Not Buying It

Flying back from a client visit recently, I came across an article that really demonstrated the importance of understanding the true drivers of customer experience. Retail in general is a... Read More

June 22, 2012 |

Measuring Your B2B Website is Only Half the Battle

A B2B’s website’s performance (or lack thereof) can actually have an enormous impact on the business’ contact center. You might not think that two very separate channels could directly affect... Read More

Categories: Uncategorized
April 6, 2012 |

It's 2012. Do You Know Where Your Customers Are?

Retailers, how many devices are your customers using to interact with you?  Today, the website, store, contact center, Facebook page, iPad app, mobile website, and more are influencing your customers... Read More

Categories: Uncategorized

It’s 2012. Do You Know Where Your Customers Are?

Retailers, how many devices are your customers using to interact with you?  Today, the website, store, contact center, Facebook page, iPad app, mobile website, and more are influencing your customers... Read More

Categories: Uncategorized