Make one mistake, and your customer lifetime value can descend like a jet landing at JFK. Find out why a five-hour plane ride got Erik Hauser thinking about switching airline allegiances.
There's no question serious customer experience design is a costly, demanding process requiring tremendous input from multiple teams. It should be seen as a strategy though, and not an accident.
Social networking sites tend to attract specific communities of visitors whose demographic and psychographic characteristics closely match those of specific audiences. As a result, such sites provide marketers with the opportunity to engage with highly targeted communities of users. Marketers can participate on these sites in numerous ways, including placing a search, display or contextual…
The era of Web 2.0 has brought to life a culture of passionate online users—the Netflix enthusiast, the fantasy football participant, the avid Flickr fan, the bakery connoisseur, the RSS/news aficionado. They share an active spirit of participation and the desire to make their niche interests a part of the collective conversation online. They create…
In a Web 2.0 world, it only takes one disgruntled Internet savvy person to sink your business. Find out how you can control the damage by self-styled activists and emotional hypochondriacs.
United Way of America has retained Clarity Group to develop customer relationship management practices within its national operation, as well as 11 local United Way organizations.
All industries suffer from voluntary churn — the loss of customers to some other company. But some get hit worse than others.
Canadian call centers experienced an annual average increase in revenue of nearly 28% between 1998 and 2006, according to Statistics Canada.
Companies are spending big bucks to get people to visit their Web sites. But for many, conversions are low, abandonment rates are high and site visitors are unsatisfied. Dave Friedman offers segmentation and content targeting tips that will bring traffic to your site.
Credit card marketers have begun using direct mail more to connect with current cardholders than to prospect for new ones, according to a report from Mintel Comperemedia.
