Get Closer To The Customer

Editor’s Note: This is the first in a series of articles about ArchPoint’s multi-step Voice of the Customer approach. Last week, a client mentioned they were considering reducing the frequency of an annual customer survey to once every two years. When asked why, their...

5 Simple Steps To Build Loyalty

A decade ago, noted loyalty expert, Frederick Reichheld, said “Loyalty is dead.” At the time, U.S. corporations were losing, on average, half of their customers in five years, half their employees in four and half their investors in less than one. He further asserted...