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How Listening to Customers Helped Dell Leap from Worst to First

On June 21, 2005, writer Jeff Jarvis took to the internet to voice his complaints with one of the top computer technology companies in the world, Dell, Inc. Jarvis’ blog post, entitled “Dell Lies. Dell Sucks”, took the company to task for selling him “a lemon” in addition to providing less-than-customer friendly tech support. Jarvis’...

Dec 16, 2015

How Customer Knowledge Got Timberland Back on Track

Timberland currently has a Twitter following of 136K followers and an Instagram following of 862K. These numbers are impressive for any lifestyle brand but especially one promoting rugged outdoor boots. Not long ago, most would have found it impossible for a lifestyle brand focusing on footwear to garner such an avid social media following, particularly...

Dec 10, 2015

How Customer Feedback Helped Best Buy Reinvent Itself

Back in 2012, financial observers wondered just how mega U.S. retailer Best Buy could turn around its slumping sales and low-level customer satisfaction scores. Best Buy’s revenues had steadily grown throughout the 90s and 00s while rivals CompUSA, Radio Shack, and Circuit City all filed bankruptcy. The company opened stores in every state and benefitted...

Dec 03, 2015

3 Ways to Grow Your Business with Customer Knowledge

Despite the fact that customers are already sharing opinions and personal details on Yelp, Facebook, and other social media venues, many established companies have yet to tap into the power of harnessing customer knowledge. This was made clear last year when Harvard Business Review released its findings on the business models of various S &...

Nov 30, 2015

3 Ways to Boost Retail Sales and Increase Customer Loyalty

The National Retail Federation (NRF) defines the holiday season as sales generated during the months of November and December. For many retailers, these two months can account for more revenue than all other major holidays combined. And 2015 is expected to be especially strong in the United States. eMarketer forecasts that U.S. sales in the...

Nov 15, 2015

How Kiehl's creates targeted marketing initiatives

Any company that clearly understands its customers’ needs – and methodically focuses on how to meet those needs – clearly differentiates itself from the competition. Take Kiehl’s, for example. The brand has never advertised. Instead, the 165-year old purveyor of premium body-care products owes much of its global success to tailoring products and services to...

Nov 08, 2015

Why Investing in CRM Increases Loyalty

Investing in a customer management solution to manage day-to-day interactions with customers helps a business build and maintain strong customer loyalty. And maintaining customer loyalty is paramount to a business’s success. After all, when you consider the costs associated with finding new customers, the value of keeping every existing customer becomes exceedingly clear. For a...

Nov 02, 2015

How Hyatt rebranded with the help of customer feedback

Customer satisfaction with Hyatt Hotels Corporation is high, thanks to customer feedback.  According to J.D. Powers’ 2015 North American Hotel Guest Satisfaction Index Survey, the company did well in many key segments, even taking top spot for satisfaction in the upscale category. And in this year’s American Consumer Satisfaction Index, the company scored better than...

Oct 26, 2015

How Customer Satisfaction ranks Nordstrom at the Top

American retailer Nordstrom is known for its legendary customer service. With over 280 stores across the United States – and 3 in Canada by the end of 2015 – the 114 year old business might be the rare example of a major department store chain doing everything right. Year after year, the company places high...

Oct 08, 2015

How customer centricity allows Deezer to boost subscriptions

Today’s music listeners want access to every song ever recorded, now, playable on any device, and at a reasonable monthly cost. Therefore, streaming music providers, from whom more and more customers receive their music, must create a consumer experience that emphasizes user experience. In the competitive and crowded marketplace of online music streaming, pleasing the...

Sep 30, 2015

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