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Tag Archives | RAPID Loyalty

Creating Loyal Customers for SaaS Companies [VIDEO]

Software as a Service (Saas) companies are particularly vulnerable to customer disloyalty. SaaS companies' success depends on satisfying their customers on a regular basis or risk the possibility of loosing customers and engendering bad will in the marketplace.  Consequently, customer experience management applies particularly well to Software as a Service companies due to the high-intensity […]

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Asking the Right Customer Experience Questions

Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today's empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented […]

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Simplifying Loyalty Driver Analysis

Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]

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The Importance of Your Relative Performance

Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the company/brand. In these programs, customer experience metrics are tracked and used to identify improvement opportunities in order to increase customer loyalty. These customer experience metrics, used to track performance against oneself, may not be adequate for understanding […]

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