The Power of Referred Customers: Why They Stick Around and Spend More
Referred customers tend to be more loyal, more profitable, and longer-lasting—and this phenomenon has been well-studied.
Do Brand Advocates really purchase more than Complainers?
CX professionals and marketers usually value their brand advocates more than the customers who publicly criticise them.
The Power of Customer Engagement in Financial Services
Customer engagement is more than just a buzzword in the financial services sector – it is a critical driver of business success. Banks, insurers, pension funds, and medical aids operate in highly competitive markets where trust, loyalty, and long-term relationships determine profitability.
The High Price of Poor Complaints Management: Act Now to Save and Strengthen Your Business
Earlier this month the Financial Sector Conduct Authority (FSCA) published its thematic review of complaints management practices, revealing significant gaps within a number of banks. The findings were eye-opening, underscoring not only regulatory shortcomings but also missed opportunities to enhance customer trust and operational efficiency.
Fixing Complaints Management: An Opportunity for Competitive Edge
Handling and managing complaints effectively is about more than compliance—it impacts profitability, customer trust, and brand reputation. Indeed, superior complaints handling can increase customer loyalty, and smarter complaints management can drive competitive advantage.
Authentic care for potential clients
Instead of pressurizing people for a quick sale, consider how authentic care for potential clients is a far superior approach to long-term success.
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