Customer Retention

DISH Network's customer centricity campaign by the numbers

What are customers demanding? Better interactions – throughout the journey.They expect the business to provide fast, effortless, accurate resolutions on the very first contact, regardless of channel.H...

With identity theft and consumer fraud rising, and more frequent and sizable data breaches in the news, financial institutions need to work harder than ever to protect their customers and their busi...

According to research from Forbes, over 80% of business executives still share a belief in the power of face-to-face meetings. While being mobile and web-based allows for people to engage with each ot...

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, br...

16 leading customer executives who spoke at our flagship event, Call Center Week, share their essential tips on customer service, service as a competitive advantage and the future direction of custo...

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study s...

Because customer satisfaction translates into an improved bottom line, businesses are not wrong for approaching the customer experience from a perspective of greed. They are not incorrect for treat...

Because customer management is about enacting rather than declaring, customer experience assessments need to evaluate practice rather than promise. Any brand can tout its commitment to the customer...

If The Beatles, "Breaking Bad" and "The Dark Knight" are not immune to bad reviews, then what brand could possibly consider itself immune to negative feedback? Given that logic, putting stock in A...

If you cannot identify how a potential new product or strategy benefits the customer, you have no business pursuing that initiative. Immediately scrap the plans, return to the drawing board, analy...

Customer loyalty and customer retention are big buzz words. Business leaders are figuring out that it costs far less to increase profits with your existing customers than it costs to market to an...