The perennial success of 1-800-Flowers.com comes from its commitment to customers, partners, and employees. CEO Jim McCann shares how constant dialogue with these groups leads to customer experience improvements.
As a top tourist destination in Dubai, the DSF sets the benchmark for festivals. CEO Laila Suhail discusses her approach to attracting prospects and communicating with long-term customers in the face of growing competition.
Even with an 80 percent market share Saudi Telecom Company called on a customer loyalty program to increase customer expectations and help ensure long-term relationships.
New Jersey Performing Arts Center uses lifetime value to develop a profitable customer strategy based on individualized, personal service. Chief Customer Officer Toni Hendrix explains.
eBay discusses how it turned NPS into an enterpise economic strategy to determine the relationship between customer churn and customer lifetime value in an effort to deepen customer relationships.
In the rush to boost customer retention, some companies are rethinking their loyalty programs. Change can be good as long as organizations apply the fundamentals.
Delivering a top-notch customer experience is more important than ever to companies’ continued success. Several recent studies show the link between customer experience and bottom-line performance.
A comprehensive study reveals insight into understanding the use of customer value data within an organization, business performance and customer value, and the impact of customer value on marketing spend.
Executives need to shift their vision from one-off customer transactions to long-term customer relationships.
Customer experience mapping shows that when it comes to customer engagement all roads lead to human interaction.
Baylor University’s John (Jeff) F. Tanner Jr. reveals the emergent strategies organizations need to harness to keep pace with today’s speed of change.
