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Customer loyalty and retention News
May 18, 2018
If you want better, more timely access to customers, consider customer behavior analytics, which is driven by the combination of marketing and data analytics.
April 13, 2018
Oracle customers weigh in on executive's hypothesis that analytics can now prove ROI of the martech stack -- or soon will -- and make marketing a revenue center just like sales.
June 07, 2017
Customer contact channels offer many potential touchpoints, but customers don't want to hear from you that often. Three executives share strategies for balanced customer contacts.
September 22, 2014
Many companies are moving to subscription-based models to deepen customer relationships.
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Businesses can harvest customer sentiment from a number of places, including social media, surveys, likes, comment cards, contact centers and word of mouth. Continue Reading
Mystery shopping -- among other CX management tools -- enables businesses to collect the data necessary to identify customer pain points and improve CX. Continue Reading
Many organizations struggle with where and how to improve CX, as the focus shifts from CRM to customer experience. Here are 10 strategies to use for a successful journey. Continue Reading
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AI-enabled self-service platforms graduate from traditional customer support activities to more sophisticated methods of analyzing data on customer wants, needs and behavior. Continue Reading
Voice and personalization are CX trends to follow as businesses place more emphasis on customer experience, according to analysts at Oracle's Modern Customer Experience conference. Continue Reading
To customers, all channels are equal: phone, email, voice, video, chat, text messaging and social media. But managing social media customer interactions can be thornier. Continue Reading
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At its recent CX conference, Oracle emphasized how important it will be to provide real-time CX. Users and analysts weigh in on how plausible that actually is. Continue Reading
Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable. Continue Reading
Sandy Rogers of FranklinCovey offers tips for customer service managers on how to encourage positive traits in agents, such as empathy, responsibility and generosity. Continue Reading
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Comments made on social media can sometimes give businesses a skewed perception of consumer sentiment. Learn how to correct the data to inform business decisions. Continue Reading
Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading
To succeed in today’s retail market, organizations need to really understand their consumers -- their buying habits, their interactions and their desires. So they’ve turned to new developments such as marketing automation systems and beacon ... Continue Reading