Inspiring Customer Loyalty and Love


Inspiring Customer Loyalty and Love

Every business wants loyal customers for a number of reasons. From a return on investment perspective, it can cost a company five times more to acquire new customers than satisfying and retaining current ones. Businesses may use a number of metrics to measure customer loyalty, but retention rate remains one of the most critical measures of loyalty

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again

How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again


How Social Media Is Turning Customer Care Upside-Down – and Making It Strategic Again

Social media connecting peopleNot too long ago, customer care—the proverbial contact center—was regarded as a necessity. It was corporate overhead; operational in nature, something that fulfilled a customer-facing function, much like express lane checkers at a grocery store or tellers at a bank. Move ‘em in, move ‘em out, keep ‘em happy