Howard Lax

When the Customer Experience Fails: What Might Howard Do?

Stuff happens. No matter how customer-centric a firm is, no matter how attentive, no matter how disciplined, some number of product/service/experience failures are...

Why “We Suck Less” is Not Enough for Customer-Centric Success

While perhaps not the most noble or customer-centric statement of competitive advantage, this somewhat tongue-in-cheek quote from one of my favorite all time clients,...

David vs. Goliath – Round II: Challenging Fred Reichheld on the Economics of Loyalty...

The verdict is still out on my last challenge to Fred regarding the issue of whether or not there is a loyalty price premium...

David vs. Goliath I: Challenging Fred Reichheld on the Economics of Loyalty

Before I take out my slingshot, let me say that I think of Fred Reichheld as the dean of the school of customer loyalty....

The seven deadly sins of VOC research

"You can only manage what you measure." —Peter Drucker A natural corollary to this truism is that mismeasurement will lead to mismanagement. To a large...

Learning from Machiavelli: Loyalty is Rooted in Self Interest

First, let me ask for a little latitude with my metaphors. Perhaps I could have chosen a philosopher with a more benign, more altruistic...

Throwing Down the Gauntlet: Loyalty ? Experience ? Satisfaction ? Advocacy ? Promoter

I'm taking off the gloves and issuing a challenge to practitioners and students in the arena of Customer Loyalty research. I'm not a language "priss",...

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