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 this means points, but it was more complex than that. What consumers really want is to feel appreciated for their...

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 its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began...

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 rereading the findings of our Consumer Study on Customer Rage associated with complaints and the complaint handling process. The communication problem...

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 become secondary, sometimes even forgotten. Complaints management has been an increasingly hot topic in today’s overly transparent...

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 the regular suspects were mentioned (Amazon and Zappos, naturally), but it got me to thinking—what are some other brands that...

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 and thus what Customers buy. How can we measure Emotional Value? Just as Net promoter determines the...

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 piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve...

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 minds of customers is extremely difficult. But it is possible to improve customer experience by leveraging information that is acquired...

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 professional group on LinkedIn. The principal observation was that marketers put so many KPIs in place (and...

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 means benefit (the value I got from this car). It also means the worth of something. That...

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