Through Engagement and Interaction, The LEGO Group Nurtures Loyalty Among Consumers

In 2004, LEGO suffered a loss of roughly $191 million after venturing into new areas. The toymaker needed to refocus on its construction toys and related customer experience and loyalty management to return to growth. See how LEGO now engages with consumers, discovers which experiences and product features enthusiasts want to see, and incorporates real-world demand into its new offerings—thereby nurturing consumer loyalty.

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State of Fraud Today: Using Proactive, Real-Time Interactive Notifications to Fight Fraud and Increase Customer Loyalty

With identity theft and consumer fraud on the rise, and more frequent and sizable data breaches in the news, financial institutions need to be taking a multi-channel approach to fighting fraud, to both reduce fraud losses and maintain customer loyalty and satisfaction.

This approach should include proactive financial alerts, to quickly give customers the necessary information and the tools to help combat fraud. Mobile plays a critical role as it provides the ability to reach customers... Read More

Leveraging Employee Surveys to Influence Business Performance: Why the Employee Engagement Construct Is Important to Business Leaders

  • Source: IBM
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It is critical to have an understanding of how an organization’s investment in its talent management initiatives is returned, whether it influences the bottom line or other performance measures of an organization. An understanding of this return on investment (ROI) enables an organization to align its efforts for human capital management initiatives with those that can have the most influence on performance outcomes. It also helps the organization to prioritize its resource allocation efforts.

Employee... Read More

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How to Deliver a Great Customer Experience and Lower Costs: Achieving Interaction Excellence Across Multiple Touch Points

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Web-site Strategy for Organizations in the Corporate Services Industry

As marketing budgets shrink and companies in the corporate services industry aim to leverage their Web sites as less expensive alternatives to traditional marketing tools, Web-site strategy is becoming more important. Web-site strategy must focus on enhancing credibility, strengthening existing relationships, generating leads, and more. Get tips on how to create a Web-site strategy that will help you achieve these goals. Read More

Converting Service Calls into Sales with Real-time Offer Management

  • Source: SAP
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To achieve sustainable success in selling a product or service, you only need to present the right offer to the right customer via the right channel—at the right time. Of course, it’s not really that simple. But service firms are finding it’s possible to make the right offers, through customer-selected channels, in real time. Find out how you can leverage your customer data to create opportunities for revenue generation. Read More
 
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