In Pursuit of Customer Advocacy

Author:

Sonia Eland, VP Marketing & Communications, CSC Australia
Moira Edwards, Director of Customer Experience, CSC Australia

Fred Reichheld, author of Loyalty Rules!, argues that far from becoming an outdated notion, customer loyalty is still the fuel that drives financial success. This may be even more true in today’s volatile economic environment. The ability to build strong bonds of loyalty that lead to customer advocacy, and not just focus on short-term profits, can be the key to sustained growth. Read our report on how we at CSC have been implementing a four-step program (PDF 627KB)  to improve our customer experience.