Top

Archive | Customer Loyalty

Make More Money By Selling What They Are Buying

Blog post by on April 22, 2014

Last week I posted about the difference between focusing on what you sell and what the customer is buying using the Stradivarius violin as an example. A new/old example came up again this week: Corona Beer. Bloomberg …

Golden Goldfish Excerpt – Retention vs Acquisition

Blog post by on April 22, 2014

The following is an excerpt from the upcoming book, What’s Your Golden Goldfish? (available on Amazon May 1st): Chapter 2 RETENTION VS. ACQUISITION “The search for meaningful differentiation is central to the marketing effort. If marketing is …

How to Increase Millennials’ Brand Loyalty

Blog post by on April 22, 2014

The defining feature of the millennial generation is technology. No one is surprised by this anymore, as we see the evidence ranging from the increase of deaths from drivers texting at the wheel to Pew’s research that …

Ryanair – Customer Experience Review

Blog post by on April 22, 2014

It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have heard me state that I would rather swim than use the airline that has …

Getting Emotional in the Bustling Loyalty Space

Blog post by on April 21, 2014

If the history of loyalty marketing should teach us one thing, it is that ubiquity does not breed affinity. This lesson was amplified in a recent story in Entrepreneur, which points out that despite the prevalence of …

One Customer Is All It Takes…

Blog post by on April 21, 2014

As we touched on recently in the The Magic Number in Customer Experience is Two, we can easily get sucked into data, cohorts, personas, analytics and the like and forget about the individual nature of our customers’ experiences. …

Golden Goldfish Book Excerpt – Pareto and a Pea

Blog post by on April 20, 2014

The following is an excerpt from the upcoming book, What’s Your Golden Goldfish? (available on Amazon May 1st): Chapter 1 THE GOLDFISH AND THE PEA “The law of the vital few and the trivial many.”  – Joseph …