Customer retention
Turn your customers into brand ambassadors
Some firms manage to rely on service excellence to turn their customers into ambassadors for their products and services. How to make customer experience a key success factor?
A second look at loyalty programs under the microscope
Loyalty programs can be a powerful performance driver, but not at any price! How to preserve margins by distinguishing between profitable and unprofitable customers in order to retain the former, but not the latter?
Customer retention and brand attachment
Customer loyalty is not always linked to their satisfaction. How to base your marketing policy on customer brand attachment?
Selling products and services by subscription
Given the difficulty to foster loyalty among customers, and in a bumpy economic situation, subscription offerings are popular. Yet, adopting this economic model requires deep transformation. How can you successfully manage this transition?
Support customer orientation in the field
The least qualified employees are often the ones in direct contact with customers—with a major impact on the perceived quality of service. How can you develop customer satisfaction through the engagement of your front-line employees?
Habit marketing
Rather than trying to respond to clearly identified customer needs, companies may do better by working to become part of their routine.
Customer service: cost center or competitive advantage?
Taking the time to listen to customers may well be an effective way to identify their problems and understand their expectations better.
Customer intimacy
The ability to offer solutions that are perfectly adapted to the needs of individual customers can procure a sustained competitive advantage for a business. How to go about this?
The age of influencer marketing
As they face the erosion of the advertisement discourse, some brands call upon influencers to capture the attention and the sympathy of web surfers. How can you put in place an efficient influencer marketing strategy?
Building a resilient brand
Some brands are capable of developing a type of resilience. Although they cannot avoid crises, they know how to bounce back in adversity thanks to their privileged relationship with a core set of loyal customers. How do they go about it?