Customer loyalty

How much profit customers generate over time - the classic view of Reichheld and Sasser - via Forbes
In our in-depth introduction to online and social communities, we mentioned customer loyalty as one of the many possible goals of community efforts.  It's no secret that customer loyalty is changing in several industries and even in general. One of the many reasons: the increased expectations of an omnichannel...
Net Easy
Although there is increasing attention for the Customer Effort Score, an "alternative" to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain. Some say Customer Effort Score is far better to predict customer loyalty while...
Through multi-channel interactions and delivering the right content and information at the right time and in the right environment and context, we can optimize the relevance and return of everything we do as marketers. Omnichannel marketing and omnichannel retail, as they are called now and then, are hot. And the...