customer experience articles

Loyalty: the act of binding yourself (intellectually or emotionally) to a course of action. Does loyalty matter in IT relationships? It sure does, in a big, profitable way. Clients gain a competitive edge and loyalty leaders earn 12 percent higher profit margins compared to the industry average.

With such innovations as on-the-spot claims handling, Progressive is practically insuring customer loyalty and profitability. Progressive may lose some customers who opt for lower rates, but CEO Glenn Renwick thinks transparency will keep the rest around. “We hope it establishes a feeling of trust for the company,” he says.

Marriott has always ranked high among the wing-tip generations embodied by Bill Marriott and his eldest children. But now, after half a century, the 2,700-hotel chain is in the midst of a major brand makeover to attract the business-casual, iPod-playing travelers who view Marriott as the sensible shoe of hotels. “We’re not appealing to Generation [...]

How do you build and sustain customer loyalty (and hence long-term profitability) online? Focus on creating a fantastic branded customer experience. If you don't have a large advertising budget, all you have left is a branded customer experience.

Banks and brokers are trying to tune up loyalty outreaches and boost wallet share by finally moving away from episodic cross selling to a long-term troubleshooting approach.

We all know that an effective advertising campaign will drive consumers to your door. Once there, all future purchase behavior is based solely on the efficacy of that experience. It's easy to make promises. It's much harder to deliver on them.

The hotel chain used a customer service technique that a growing number of hotels, airlines and rental-car companies are now embracing. It's called “service recovery”: empowering employees to immediately solve a problem and give something of value to a disgruntled customer.