Home
>
Small Business
>
Using Technology to Manage Customer Loyalty

Using Technology to Manage Customer Loyalty

Don't let your customer satisfaction research initiative collect dust on a shelf. Integrate technology with research to optimize the use of customer information.

The typical company spends 80% of customer research time and effort gathering information, and only 20% of that time using it. Companies conduct research to gather information, but it is only useful if it can be turned into positive action.

In the audio book, "Sound Advice on Customer Loyalty," author Steve Walker suggests that integrating technology with research lets companies act on customer feedback intelligently everyday, translating into more loyal customers, and more profit at the bottom line.

Walker outlines three key applications of technology that help make customer research more effective.

"First, there's access. Technology centralizes customer satisfaction survey results, allowing enterprise access to information in real time." He notes that today's technology offers a number of ways to view customer data, such as in aggregate form or at the individual customer level.

The second application is action-ability. Technology can alert account managers of problems with an individual account so that they can take action to resolve the issue before it's too late, according to Walker. "After all, what's the cost of losing a customer, or perhaps more importantly, what's the cost of replacing one?"

Third, Walker identifies accountability as a key application of customer loyalty management technology. "Having access to real time information can be quite a motivator," says Walker, "Especially when account managers know their supervisors can easily view action plans, progress reports, and customer follow up activities."

Steve Walker offers advice on managing customer loyalty each week in the free audio newsletter from What's Working in Biz, http://www.whatsworking.biz/full_story.asp?artid=92

About The Author

Richard Cunningham is a principal of What's Working in Biz, http://www.whatsworking.biz/full_story.asp?artid=92, a publisher of business audiobooks and online audio programs on marketing, sales, and small business strategies.

cheapest limo Akin .. Lockport Chicago limo O’Hare

In The News:

Tech expert Kurt “CyberGuy" Knutsson says using outdated computers and software leaves them vulnerable to security risks and malware.

Tech expert Kurt “CyberGuy" Knutsson reveals how WalkON enhances walking and jogging with sensors and artificial tendons.

Old-fashioned check fraud is back in style, quintupling over the past year. Here are a few low-tech, practical means of protecting yourself.

Tech expert Kurt “CyberGuy" Knutsson discusses how 600,000-plus records, including checks and property data, were left exposed online by an information service provider.

That weird text from a friend may actually be from a hacker. Kurt “CyberGuy" Knutsson tells you what signs to look out for.

Scammers can wreak havoc on your life just by having your phone number. Kurt "CyberGuy" Knutsson addresses how to avoid becoming a victim.

PongBot is an artificial intelligence-powered tennis robot and a smart training partner available to play 24 hours a day, seven days a week.

Kurt "CyberGuy" Knutsson explains how to update your iPhone to add Apple Intelligence, which he says can transform your interactions with your phone.

University scientists have trained a robotic surgical system to do work with the skill of human doctors, possibly transforming the future of surgeries.

As more companies implement artificial intelligence for daily tasks, some industry leaders are working to push back against certain aspects of the technology.

Tech expert Kurt “CyberGuy" Knutsson says the Batagaika crater in Siberia expands 35 million cubic feet yearly due to thawing.

While fewer than 30% of farmers reportedly use emerging technologies like artificial intelligence, experts believe AI could help producers and farmers make food quicker and more efficiently.

Amazon becomes a prime target of scammers during the holiday shopping season trying to steal Social Security numbers, bank information and Amazon credentials.

Spammers have found a way to target Spotify playlists and podcasts to push pirated software, cheat codes for games and spam links and malware sites.

Sharing information online like your vacation plans and relationship status can make you a target for scammers; here's what to avoid posting to keep yourself safe.

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.

Kurt "CyberGuy" Knutsson explores six sneaky holiday season gift card tricks, providing tips on how to outsmart scammers trying to rip you off.

Apple Watch's Translate app gives you your own personal interpreter, allowing you to have live two-way conversations in up to 20 different languages.

With kids facing a seemingly increasing amount of threats from creeps on the internet, here's how you can respectfully ask people not to post photos of your children on social media.

Tech expert Kurt “CyberGuy" Knutsson reveals how to regain your Facebook access if you get hacked or locked out.

Kurt “CyberGuy" Knutsson explains how to safeguard retirement accounts from cyber threats with a VPN: encryption, anonymity, secure access.

I’m going to Europe soon, and planning my trip was a breeze. Yes, really! AI did a big chunk of the work for me — and it can help you plan your next getaway, too.

Tech expert Kurt “CyberGuy" Knutsson says North Korean hackers hide malware in macOS apps, bypassing Mac security checks.

Kurt “CyberGuy" Knutsson reveals how iPhone’s new Automatic Mic Mode adjusts settings for optimal call quality automatically.

Jeff Hancock, an expert on AI and misinformation, has been accused of fabricating an expert declaration by citing a study that was allegedly made up by AI.

Using Technology to Manage Customer Loyalty

Small Business