Top 10: Customer Loyalty

Top 10 most viewed posts published in the past year, for this category.

TD Bank Study: “Thanks” is Best Delivered In Person to Customers

A few years ago I found in a research study that customers want to be "rewarded" for their loyalty. Now you might immediately think...

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

Marketing is an old profession. It’s been around for hundreds of years in one form or another. If you’d like to see more about...

Seven Effective Practices For Preventing Customer Rage

“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after...

Predicting Retention and Word of Mouth: Are Your Customers Working Harder Than Your Company?

If you are a business owner or executive, you know how easily customer complaints can slip through the cracks and...

7 Companies Whose Customer Service Makes Us Swoon

Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of...

New CX Measure to Compliment NPS: Net Emotional Value

People do not just make decisions rationally. Human decision-making is complex and how we feel greatly influences what we do...

Southwest Airlines Gives Us Another Lesson in Customer Loyalty

An Amazing Experience My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a...

10 Ways of Getting to know Your Customers Better

For business enterprises to be profitable they need to churn out products and services that their customers will like. Getting concrete insights into the...

Are Your Customer Experience KPIs Really “Key”? Do They Include the Impact of...

There was a recent line of discussion – “What is the optimal number of KPIs?” – in the CMO Network...

What is Customer Value and How Can You Create It?

Value has many different meanings. To some Value means price (what is the value of this car?) to others it...

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