On May 17th at 2 pm EDT, CPG is sponsoring a webinar featuring Allan Schweyer, Curriculum Director of the Enterprise Engagement Alliance. Schweyer will discuss the latest framework for engagement distribution partners (dealers, agents, brokers and distributors) who don’t work directly for your organization. Topics include: The fundamental principles of […]
Channel-partner engagement and customer engagement are closely linked in terms of challenges and tactics. Writing recently for Fast Company, author and customer engagement guru Don Peppers noted that loyalty programs have become omnipresent in a variety of industries, risking over-use. Last year in the U.S. alone, researchers tallied more than […]
Customer loyalty was rated the highest at grocery stores, retailers and fast food chains in the 2012 Temkin Loyalty Ratings report, which recently asked 10,000 consumers to rate their loyalty toward 206 large companies across 18 industries. The ratings study examined three key components of loyalty: 1) The likelihood of […]
Customer churn is often treated like the flu: Management assumes the root cause of the problem can’t be eliminated and that the best it can hope for is to minimize the symptoms. But in the same way that medical breakthroughs empower physicians to attack the flu virus directly, companies can […]
Writing in the Winter 2012 issue of Engagement Strategies Magazine, Publisher Bruce Bolger notes that many companies confuse leadership with engagement. Leadership, of course, is critical to engagement, but it’s only one part of the equation. While management consultants who focus on engagement tend to concentrate on things like recruiting, […]