Archive | Customer Loyalty

Churn: Busting The Top 5 Myths

Blog post by on April 16, 2014

Myth 1: I’m using all of the data we have available to us to study churn. Truth:While most companies believe this to be true, they’re only thinking about their structured data, forgetting about the unstructured audio being …

How to Build a Bond with Your Customers

Blog post by on April 15, 2014

“Deciding to be there” begins with learning about your customers’ lives and their needs, then building a solution from their point of view. Companies that understand it’s emotion that bonds them with customers obsess about getting to …

Airlines show how tablets create loyalty ESP

Blog post by on April 15, 2014

There’s a lot of talk within loyalty about the increasing volume of customer interactions and how these are being enabled through mobile devices, wearables and the Internet of things. Indeed, Microsoft consider it so important that they’ve …

Psychology of Marketing: Under-Promise and Over-Deliver

Blog post by on April 15, 2014

As it turns out, consumers are pretty simple. If their purchase does what its sellers said it would do, they’re happy. If it doesn’t, they’re disappointed. This harkens back to the popular idea that happiness = reality …

The equity of services

Blog post by on April 14, 2014

Businesses compete fiercely on products, price and branding to acquire new customers. However, customers will only return if the organisation creates a shared sense of trust, value and belonging. Great service stands out as the way to …

The power of measuring customers’ experience

Blog post by on April 14, 2014

Customer related measurements such as Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Index (CSI) have all made their way into organisations. The intent is to understand the customer issues and concerns better and …