customer loyalty in comment and analysis
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Geography lessons for online retailers
Comment With web transactions taking a bigger share of overall sales for many companies, offering a personal, relevant and convenient online experience can attract business and maintain customer loyalty. But geolocation certainly has a part to play in... [09 Jan 2008]
Leader: Missing Xmas parcels highlight online fulfilment dangers
Leader Retailers face a real danger of becoming the victims of their own success, with growth in sales actually damaging brand loyalty if they don't pay more attention to fulfilment of orders. More power to them and if there is a customer backlash on... [02 Jan 2008]
The Varney Report: An ideal or a blueprint?
Comment Canny customer relationship management, targeted marketing and successful customer profiling has ensured that the retailer has become one of the most trusted brands in the UK, with customer loyalty at a premium. [29 May 2007]
How mobile is your corner shop?
Comment Convenience stores are getting involved with a mobile phone-based loyalty scheme but, asks Julian Goldsmith, who will the real winners be? Plans by convenience store retailers to team up with consumer goods giants and offer a mobile phone-based... [13 Apr 2007]
Editor's blog: Rambling questions, tricky answers
Comment CRM is hotter than a tin roof in the Sahara right now as companies look to increase customer loyalty and satisfaction as key factors in growth. And despite it being revealed their products are far from a customer satisfaction panacea, the major... [07 Mar 2007]
Will's Web Watch: Online break-ups are hard to do
Comment So websites have to do what they can to build loyalty. However, it seems a few think loyalty is the same as making it difficult to unsubscribe. Because all they will achieve by being a pain is reducing the likelihood of the customer ever returning. [18 Dec 2006]
Leader: Hotel wi-fi must be free
Leader After all, the apples in the lobby and the art on the walls - which are there to help foster customer loyalty - aren't free to eat or free to look at, they've been paid for many times over by the guests. [31 Oct 2006]
Leader: Why CRM fails to deliver
Leader This cultural change is the key to fostering brand loyalty, not some newfangled software application or, heaven forbid, another automated customer service phone system. So why is it then that so many companies are still struggling to realise the... [08 Aug 2006]
Will's Web Watch: Why hotel web access should be free
Comment Many offer loyalty schemes now because they see the value in repeat bookings and yet many large chains still charge business travellers to access the internet, which seems at odds with any notion of wanting to engender loyalty or create a... [26 Jul 2006]
Leader: eBay-Google battle will end in tears
Leader If eBay is steering people to PayPal to protect its own interests, it will backfire with poor customer loyalty.eBay should also heed Google's global presence. We just hope both sides stay mindful of the reason they became the giants they are in the... [11 Jul 2006]
Analysis: CRM - get involved
Comment Retailers especially began to construct huge data warehouses and even small corner shops started launching their own loyalty card schemes. CRM had hit the buffers, and the whole area seemed to go quiet, with some big supermarkets such as Asda and... [23 May 2006]
Leader: A very British supply chain
Leader The British appear to be more sensitive to customers demanding a certain type of transaction interface - mandating, as it is known - but with the "lowest level of loyalty" to big suppliers calling the shots. [12 Sep 2005]
Quocirca's Straight Talking: Keep it simple, stupid
Comment The first option: drive volumes up as commodity prices tumble, though this leads to a consequent squeeze on margins, reduced customer loyalty and increased churn. The sweet spot of excellent design is providing something that precisely fulfils a... [20 May 2005]
Devil's Advocate: The true information age
Comment The customers started to fight back and now there is much less loyalty to the financial organisations and much more switching of funds. There are numerous examples of customer disinformation. This all increases overheads and the providers bewail... [12 Apr 2005]
Leader: Mobile unrest
Leader That might work in the short term but handcuffing customers into a longer-term deal with the cheap fix of a low-cost phone that will cost them dear in the end won't generate loyalty, just bad feeling. [28 Jan 2005]
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