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	<title>Marketing M.O. &#187; Customer service</title>
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		<title>How to measure customer loyalty</title>
		<link>http://www.marketingmo.com/how-to-articles/customer-service/how-to-measure-customer-loyalty/</link>
		<comments>http://www.marketingmo.com/how-to-articles/customer-service/how-to-measure-customer-loyalty/#comments</comments>
		<pubDate>Thu, 25 Jun 2009 00:39:38 +0000</pubDate>
		<dc:creator>jsagar</dc:creator>
				<category><![CDATA[Customer service]]></category>
		<category><![CDATA[customer loyalty]]></category>
		<category><![CDATA[customer retention]]></category>

		<guid isPermaLink="false">http://www.marketingmo.com/?p=1611</guid>
		<description><![CDATA[&#8220;A 5% improvement in customer retention rates will yield between a 20 to 100% increase in profits across a wide range of industries.&#8221;  (Reichheld, Fred. The Loyalty Effect.)  Loyal customers are an indicator of great businesses, but many good businesses could become great by focusing more effort on serving and retaining their existing customer base.  [...]]]></description>
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		<title>When to fire your customer</title>
		<link>http://www.marketingmo.com/how-to-articles/customer-service/when-to-fire-your-customer/</link>
		<comments>http://www.marketingmo.com/how-to-articles/customer-service/when-to-fire-your-customer/#comments</comments>
		<pubDate>Wed, 18 Mar 2009 02:22:16 +0000</pubDate>
		<dc:creator>jsagar</dc:creator>
				<category><![CDATA[Customer service]]></category>
		<category><![CDATA[Customer lifetime value]]></category>
		<category><![CDATA[customer retention]]></category>

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		<description><![CDATA[Everyone knows it’s important to retain customers.  Good customers are hard to find and worth keeping. It’s almost always more profitable to keep existing customers than to replace them with new ones.   But what about that problem customer? You know, the one that everyone wishes secretly (or not so secretly) would just disappear?   [...]]]></description>
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		<title>During tough economic times, over communicate with your customers</title>
		<link>http://www.marketingmo.com/how-to-articles/customer-service/during-tough-economic-times-over-communicate-with-your-customers/</link>
		<comments>http://www.marketingmo.com/how-to-articles/customer-service/during-tough-economic-times-over-communicate-with-your-customers/#comments</comments>
		<pubDate>Mon, 22 Dec 2008 16:22:56 +0000</pubDate>
		<dc:creator>GrowthANSWERS</dc:creator>
				<category><![CDATA[Customer service]]></category>
		<category><![CDATA[For CEOs]]></category>
		<category><![CDATA[customer retention]]></category>
		<category><![CDATA[strategy]]></category>

		<guid isPermaLink="false">http://www.marketingmo.com/?p=1267</guid>
		<description><![CDATA[Jack Welsh, the former CEO of General Electric, recently delivered some good advice about business strategy during this economic tsunami.  You can check out the 4 minute video if you wish, but I&#8217;ll paraphrase Welch&#8217;s 3 points as follows: Over communicate to every employee.  In uncertain times, reassure employees of management&#8217;s plan to win. Take care [...]]]></description>
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		<title>Customer service champs</title>
		<link>http://www.marketingmo.com/how-to-articles/customer-service/customer-service-champs/</link>
		<comments>http://www.marketingmo.com/how-to-articles/customer-service/customer-service-champs/#comments</comments>
		<pubDate>Fri, 02 Mar 2007 10:13:00 +0000</pubDate>
		<dc:creator>Nancy Sagar</dc:creator>
				<category><![CDATA[Customer service]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[Business Week]]></category>
		<category><![CDATA[JetBlue]]></category>
		<category><![CDATA[marketing]]></category>

		<guid isPermaLink="false">http://marketingmo.com/wp/?p=104</guid>
		<description><![CDATA[I just finished reading today&#8217;s Business Week special report on customer service and wanted to pass it along.  It offers a rich look at companies who have excelled and stumbled in their service efforts. Though it focuses on consumer brands, its messages and lessons are relevant for B2B companies as well.  Great weekend reading and inspirational ideas. [...]]]></description>
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