Articles filed underCustomer loyalty
How a postcard can create high customer satisfaction
By Pierre-Nicolas Schwab •
Here's one example of how a company can increase its customers’ satisfaction and loyalty by paying attention to details. This example is inspired by Werner Bruyns, the CEO of Coolblue whom I met at a bpost event earlier this year.…
Some innovating ideas around customer satisfaction and loyalty
I recently attended an internal BPost event where externals speakers went to give a speech and inspire the audience. This event had been organized at the initiative of BPost COO Peter Somers and it was a great opportunity to better…
How to use customers’ habits to increase customer loyalty
Customer satisfaction is now subject to controversy as far as its effect on customer loyalty is concerned. As we recalled in a presentation on loyalty strategies, customer satisfaction accounts for a maximum of 10% in customer retention. What this means…
Loyalty and customer satisfaction in online commerce
By Pierre-Nicolas Schwab •
A study by Taiwanese researchers recently caught my attention. It is studying the link between the online interface (that is, the website) and customer loyalty. Researchers have pointed out that while the satisfaction factor is considered one of the most…
