Fantastic customer experiences can stimulate the right emotions in customers, while alleviating them of negative ones. From this approach both parties profit, but how?

Read the lead article by Huw Watkins

Here’s an idea – snog your customers!
Here’s an idea – snog your customers! Ok, that might get you arrested or fired if you take it too literally. Then again, it might not. They might like it, and you might too. It could move you closer to your customer.   more >>>

Searching for the customer grail
The concept of business intelligence is nothing new, yet I never cease to be surprised by the lack of customer-centric thinking where customer intelligence is concerned.  more >>>

B2B Retention: the Never Ending Courtship
How many times have we heard versions of this ‘’Now that we’re married you don’t seem to make an effort any more’’? Surely we need to keep courting our wives, partners and customers but…?  more >>>

The B2B customer loyalty files: Experiences of the good, the bad and the ugly
Most marketers already know that customer loyalty can add huge value to revenue and profitability in B2B operations, just as in B2C.  more >>>

Customer Loyalty through Smart Pricing
The importance of retaining a profitable and loyal customer-base is unchallenged. Research on loyalty drivers shows that the most effective determinants of customer loyalty are product quality and pricing. But can customer loyalty be bought?  more >>>

Keep it Simple, don’t leave it too late!
A failure to listen to unhappy customers can play into the hands of your competitors. So how can you prevent them from abandoning ship? It’s an opportunity not to miss…  more >>>