Whitepapers and Case Studies
Forbes article: “Low-margin retailers often argue they can’t afford customer loyalty programs, but is that true? Two business professors make the case that such programs are profit-enhancing differentiators.”
Short article from management consulting firm Bain & Company that describes the Net Promoter System® – a method of taking the pulse of your customer base, and ascertaining how they really feel about doing business with you.
A new study by Pew Research Center reveals that Americans are decidedly uninformed when it comes to cybersecurity issues. This article discusses the study’s key results.
Access to and the ability to analyze big data has the potential to change everything about how small businesses do business. But how does a big data beginner take advantage of this? This article discusses seven things that small businesses should consider when looking for a place to step into using big data.
Reviews are important. Good ones can boost your business. Bad ones can sink it. This brief article covers some of the basics when it comes to reviews including social media, search engines, and third-party review sites.
It’s intuitive: Unhappy customers cost businesses real money. But how big an impact is this, exactly? This Forbes article unpacks the math behind the cost of unhappy customers, and provides a formula for customer happiness.
You’ve got a customer loyalty program. Great! But do your customers appreciate it the way you think they do? This article, which references the 2016 Bond Loyalty Report, lays out six findings that might help you focus your program on the things that customers value the most.
A restaurant uses a customer relationship management and loyalty program to “discover who their customers are, track their behavior, understand their preferences, cater to those preferences and develop ongoing two-way communication with its customers.”
A researcher at the University of Maryland has developed a text analysis tool that reads Yelp reviews and can accurately predict restaurant closure with 70 percent accuracy. What your customers say about you on popular review sites matters. Are you listening?