November 20, 2011
In today’s competitive market place, customer service takes on many initiatives from client retention to increasing share-of-wallet. I think the following article is helpful in developing such a retention program for any organization.
Driving Better Returns from Retention Dollars
Issue: Vol 3 – September 2011
For many companies, the inertia that can be induced by strong brands and the inherent pricing power they create have lulled management into believing they can repeatedly make across the board cuts to marketing outlays without serious consequences. Most marketers have some experience with this issue, as entire marketing departments have been starved of investment. No single cut does much damage, but over 10 or 20 years, many companies end up decimating the marketing capabilities that brought them their initial success.
High performing companies create successful customer retention programs that target the right customers and send them the most appropriate incentives timed to arrive when they are predisposed to the message…
“Read the rest of the article”:http://www.loyalty360.org/loyalty-management/september-2011/driving-better-returns-from-retention-dollars
==Post originally found “here”:http://www.loyalty360.org/loyalty-management/september-2011/driving-better-returns-from-retention-dollars==