Everything You Need To Know About Customer Recovery Studies

Related Articles

There are 2 articles in our archive related to this topic.

The benefits of customer retention research

Though banks often research customer satisfaction, they would benefit from also researching issues surrounding why customers leave. This article looks at how several banks have researched customer attrition and used the results to develop customer retention strategies.

The Net Promoter Score debate and the meaning of customer loyalty

The author, a Net Promoter Score (NPS) skeptic, argues that NPS isn't an accurate measure of or predictor of loyalty. Rather than relying on one metric, firms should use a number of loyalty questions to ensure that at-risk customers are identified.

Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

The seven deadly sins of VOC research

Mismeasurement in voice-of-the-customer (VOC) research can often lead to mismanagement. When conducting VOC research, beware these seven deadly sins: vanity, provincialism, narcissism, laziness, pettiness, inanity and frivolity.

Using research to reduce e-shopping abandonment rates

By asking potential customers why they are leaving an e-commerce site, we can better understand reasons for shopping-cart abandonment and also give them a reason to stay and purchase.

Using relationship theory to drive customer retention and acquisition

With examples from the grocery industry, the author explores the relationship investment model and the value of establishing and maintaining a customer’s sense of trust in and loyalty to a retail brand.

How to build brand and trust without a big budget

Trust is a key driver in selecting product and service providers, which is time-consuming to earn and easy to lose. Building trust among clients and consumers depends heavily on five main elements: benevolence/concern, reliability, competence, honesty and openness.

Apostles preach and Rebels yell - How pharma sales reps can use customer service to increase retention

Kantar Health's annual rankings of pharmaceutical companies in the U.S. and Europe indicate customer retention is the key metric in a world where building relationships with physicians has become more crucial than the sheer volume of sales visits.

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