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How to measure and improve the strength of your customer relationships

Monday 26 October 2015

We are certain you value your customers but how well do you really know them? You probably know what excites and delights them but do you really know what they are thinking and how that might impact you?

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If improving customer engagement is a driver of company success, where should the focus be?

Monday 26 October 2015

It is an acknowledged fact that companies who understand their customers and have a clearly articulated customer management strategy out-perform those that don’t. Yet many companies struggle to measure and profit from this.

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How to join the 8% of companies with a mature approach to customer engagement

Monday 26 October 2015

Based on research by Bsquared into the Customer Management Maturity of organisations only 8% of organisations have a 'mature' approach to their customer relationships.

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Customer loyalty is a better measure of future behaviour than customer satisfaction

Monday 26 October 2015

Customer satisfaction has become the most widely used metric for companies trying to satisfy and retain customers with the ultimate goal of improving customer loyalty and retention.

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Measuring and managing customer relationships

Friday 23 October 2015

We are certain you value your customers but how well do you really know them? You probably know what excites and delights them but do you really know what they are thinking and how that might impact you?

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Investment in the Customer Experience - An Infographic

Thursday 22 October 2015

We are frequently asked about the Return on Investment on customer engagement activities and how to improve the customer experience. We have put together this infographic which highlights key facts and research (including our own) into what organisations are doing to improve the customer experience and increase customer loyalty.

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Customer Loyalty in Logistics - are you only as good as your last delivery?

Thursday 22 October 2015

 Bsquared account manager Susanne O’Connell was previously Customer Services Director for a global logistics company. Here she reflects on how customer loyalty can be crucial in a crisis.

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Making the most of the Voice of the Customer

Thursday 15 October 2015

According to a recent survey of large companies 68% rate their Voice of the Customer programme (VoC) as successful, 6% unsuccessful and 12% think it is too early to tell.

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The gift of Customer Feedback - use it wisely

Thursday 15 October 2015

We all like getting something for free, especially when it is perceived to be of value.

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The importance of Investing in Customer Loyalty

Thursday 15 October 2015

We have always been convinced of the case for building a loyal customer base. Many of our own clients have been with us for over a decade and we have seen how gradual improvements in the loyalty of their own customers has improved retention and created confidence. Their customers have become advocates of those businesses with a direct impact on bottom line profitability.

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The importance of customer loyalty - an infographic

Tuesday 06 October 2015

Success of a business today depends as much on the Customer Experience (CX) as on other business drivers. Increasing the loyalty of your customers brings many benefits and will ultimately improve business profitability. Our latest infographic shows at a glance why it is so important.

You can benchmark your own organisation's customer engagement with our free assessment. Based on research carried out by Bsquared into the "maturity" of customer engagement this will enable you to gain a measure of your company's performance and identify areas of strength and opportunities for improvement.

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Seeking customer loyalty? Face-to-face reviews will bring valuable insight

Tuesday 06 October 2015

It's a simple fact that the more you know about your customers and what they need from you, the better you can provide for them. Giving them better service is the best way of improving customer loyalty – ultimately giving a more beneficial customer relationship and making them advocates for your business.

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