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Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format. With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

Get it on Amazon (Kindle/Print)
 

How the best-in-class achieve 91% customer retention

A customer-centric shift in the market is forcing organisations to rethink customer engagement, and best-in-class companies are already outperforming the competition when it comes to using customer experience management (CEM) to boost customer retention and satisfaction, according to a study by Aberdeen Group and Cincom Systems.

The research report, entitled 'Customer experience management: Engaging loyal customers to evangelise your brand', reports that, while technology provides critical enablers for CEM initiatives, successful CEM also requires a shift in the way the entire organisation interacts with its customers - whether that's in the call centre, sales calls, or marketing messages.

According to Ian Michiels, author of the study and practice director for Aberdeen's Customer Management Technology Group, "Every customer experience is an opportunity to influence customer acquisition, customer retention, customer loyalty, and of course advocacy. That's why it's critical for organisations to start thinking about CEM from a structured and methodical standpoint."

Among its key findings, the study found that:

The report goes on to outline the strategies commonly employed by best-in-class companies, and examines the processes, organisation, technologies and other enablers that such businesses generally use to keep their competitive advantage.

The report has been made available for free via Aberdeen's web site - click here (free registration required).


Sources: Aberdeen Group; Cincom Systems /
The Marketing Factbook.
Copyright © 2009 - 2025 The Marketing Factbook.

    Categorised as:

  • Customer Experience
  • Customer Loyalty
  • Knowing The Customer
  • Marketing Know-How
  • Marketing Technology

Have you seen How To SELL Anything?

This incredible sales handbook distils an expert's lifetime of sales and marketing experience and hands it to you on a platter, in a simple, easy-to-follow format.

With existing customers being the most valuable source of income for any business, this book will teach you how to increase your return business and make more profit from your most loyal customers - and even how to reduce the costs of dealing with your least profitable customers.

You'll learn to sell yourself, sell your products, and sell your brand on the internet, writing high-conversion landing pages, social media posts, and more. You'll start attracting customers you didn’t even know existed, and learn the top trade secrets for customer retention.

You'll become a lean, mean selling machine. See how the experts do it and learn to adapt what they've done for your own profit. You'll learn to write strong, powerful, effective sales copy, whether it's for a sales script, sales letter, flyer, insert, advert or just about anything else.

You'll learn how to sell whether you're selling by telephone, by mail, or even meeting prospects face-to-face. You'll find out how to size them up, present yourself, nail down their true needs, close the sale, and learn to tackle the tricky ones.

You'll discover the biggest secrets of successful direct mail sellers, sales letter writers, and how to segment and choose the right prospects for each campaign.

Get it on Amazon (Kindle/Print)
 
Copyright © 2001-2025 Peter J. Clark