Howard Lax, Ph.D.
Supporting better informed decision making with technology, research and strategy. With a focus on CX/VoC/NPS, Employee Engagement and emotion analytics, Howard's domain is the application of marketing information and SaaS platforms to solve business problems and activating CX programs to drive business objectives.
Dateline: Flemington, NJ; October 30, 2012; second day without power, heat or running water following the onset of Super Storm Sandy We continue to receive...
The buzz in the Customer Sat world is all about Customer Experience. Great customer experiences can help solidify customer relationships — while bad experiences...
The verdict from neuroscience is in: While a pound of feathers may weigh the same as a pound of nails, a "pound" of bad...
It seems that your mother's admonishment that "if you have nothing good to say, don't say anything at all," may have been counterintuitive and...
Conversations about consumer buying decisions invariably turn to behavioral economics. Behavioral economics essentially is the study of the impact of non-economic factors on economic...
The full version of this article appeared in Quirk's Marketing Research Review; to download a PDF of the original, click here. Having written an article last...
Marketers and marketing consultants all too often make the mistake of equating customer loyalty with the customer experience. Whether out of laziness or sloppiness,...
Having written about how not to conduct Voice of the Customer (VoC) research programs (see http://www.gfkinsights4u.com/the_seven_deadly_sins_of_voc_research.html) I often have been asked for the flip...
Marketers have long recognized the significance of generational differences in branding and the use of media and advertising. Branding and advertising aside, however, is...
Downloads: The Generational Effect: Customer Loyalty Across The Generations Marketers have long recognized the significance of generational differences in branding and the use of media...
The recent HBR Management Tip ("Don't Bother Wowing Your Customers," October 20, 2011) and the larger article on which it is based ("Stop trying...
While I know it is chic to talk about "The Experience Economy," I think it is critical to appreciate the differences between being in...
But Who Comes First? Not to get lost in a seemingly philosophical debate, but what is (or should or can be) the central purpose of...
IF you accept the following premises incentives motivate behavior customer loyalty or delight with their recent experience is good for business THEN the conclusion is…
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...
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,...
The verdict is still out on my last challenge to Fred regarding the issue of whether or not there is a loyalty price premium...
Before I take out my slingshot, let me say that I think of Fred Reichheld as the dean of the school of customer loyalty....
"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...
First, let me ask for a little latitude with my metaphors. Perhaps I could have chosen a philosopher with a more benign, more altruistic...