Customer Loyalty by Dialogue Marketing Posted by Customer Passion LLC | January 16th, 2006
When Customers Want to Hear From You. Just like hitting a baseball, timing is everything when talking to your customer. If you don’t provide the right message using the right delivery vehicle at the right time, chances are your customer is going to ignore your hard-crafted pitch. In an article in the November issue of Harvard Business Review, authors Kirthi Kalyanam and Monte Zweben envision a computer-based model called “dialogue marketing” that interactively tracks and communicates with customers at the exact moments the customer deals with the company. Filed under Building Customer Loyalty.
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