John Larson
John Larson
John Larson is the senior partner at John Larson & Company (www.capturingloyalty.com/). Prior to starting his own firm, John held positions at McKinsey & Co., Monitor Company, Lieberman Research Worldwide, and J.D. Power and Associates, specializing in the areas of strategic analysis, organizational effectiveness, and customer satisfaction and loyalty.
Timely Service Is the Secret Sauce of a Good Customer Loyalty Program
Last week, I went to my local Trader Joe’s and bought an inexpensive bottle of Chilean wine. When I went to pay for the...
Firing Customers- It Can Make Sense, But Do So With Care
Over the last twenty five years that I have been measuring customer satisfaction, I have observed two things so often that they have risen...
Taking Your Customer Service from Cost Center to Profit Center
How many times has one of your customers approached you with an issue or a problem? For instance, “I purchased this product from you...