Rob Brickle makes the case for Investing in Customer Loyalty

Friday 22nd May 2015

We have always been convinced of the case for building a loyal customer base. Many of our own clients have been with us for over a decade and we have seen how gradual improvements in the loyalty of their own customers has improved retention and...

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Investment in the Customer Experience

Tuesday 28th April 2015

We are frequently asked about the Return on Investment on customer engagement activities and spend. We have put together this infographic which highlights key facts and research (including our own) into what organisations are doing to improve the...

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The Gift of Customer Feedback – use it wisely

Monday 30th March 2015

We all like getting something for free, especially when it is perceived to be of value.

Strange then, don’t you think, how some organisations behave with their customer feedback? Just think of the value for a moment. Whether they are highly...

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Do you have an “at-risk” client? Here’s how a major US financial institution turned client from disengaged to delighted

Friday 27th February 2015

Having an at-risk client who won’t engage, won’t return calls or respond to emails is a frequent problem.

Here’s the story of how a major US bank used the Customer Relationship Reviews to turn around an unhappy customer.

The organisation has...

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New Year’s resolution: Look ‘Outside-in’ not ‘Inside-out’

Friday 2nd January 2015

Growing a business used to be simple.  It was all about: come up with an idea, find a market, promote and grow sales, achieve economies of scale, get a larger customer base, streamline costs in order to maximize profits, improve the...

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Making the most of the Voice of the Customer: Rob Brickle looks at why this is important to improve bottom line results

Friday 21st November 2014

According to a recent survey of large companies 68% rate their Voice of the Customer programme (VoC) as successful, 6% unsuccessful and 12% think it is too early to tell.  Knowing what your customers think and how they feel about you has...

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Demand for Bsquared services is on the up and we welcome Susanne O’Connell to the team

Friday 24th October 2014

Creating customer loyalty through greater customer engagement is becoming more important to many companies.  Interest and investment in understanding what drives customer behaviour is rising and is translating into improvements both for...

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