Prerequisites for cross- and up-selling

noreply@blogspirit.com (Michael Leander Nielsen) — Tue, 13 Nov 2007 06:35:00 +0100

In many companies the focus is about the tools rather than the means. Many companies are focusing on how to shorten the time the customer is on the line or using a lot of resources moving the customer to self-service systems, so that they forget that it is not about the call, but about the customer.This is behavior driven.

Pay agents to shorten queue times, they shorten queue times. Pay them to move customers to self-service systems; they move customers to self-service systems. And that so effectively, that the customer got forgotten in the process.

Read the full article at Return on Behavior Magazine

Loyal behavior reflects on ROI

noreply@blogspirit.com (Michael Leander Nielsen) — Fri, 26 Jan 2007 07:25:00 +0100

Persistence with loyalty development undoubtedly led to a surplus on the bottom line for Andersen & Martin - the largest car dealer in Denmark, and simply proves the invaluable link between loyal co-workers and loyal customers.

In this article Peter Winther discusses the case as it were for Andersen & Martini, a Copenhagen based public company. The company turned red numbers to black in record time. One of the key instruments being the design and implementation of an impressive and highly effective marketing loyalty program.

-> Article is found here: Return on Behavior Magazine
-> Visit Andersen & Martini (in Danish)
-> Download the article as PDF: LoyalBehaviorReflectsROI_PeterWinther_Article.pdf

Effective Marketing in the Customer Experience Economy - loyalty_and_retention

Prerequisites for cross- and up-selling

Loyal behavior reflects on ROI