February 16th, 2010
The value of establishing and tracking customer loyalty and engagement is that they provide some effective leading indicators into how your customers are going to behave. Read the rest of this entry »
Tags: Attrition Rate, Customer Attrition, Customer Centricity, Customer Experience Management, Customer Loyalty, Customer Retention, Customer Trust, Edge Of Chaos, Emmett C Murphy, Equity Share, Executive Dashboard, Existing Customers, Key Performance Indicators, Leading Indicators, Lifetime Value, Management Capabilities, Metrics, Rogers Group, Senior Executives, Share Of Wallet
Posted in Edition 20 | No Comments »
February 15th, 2010
It has been found that it is impossible to keep a foundation of loyal customers without a foundation of loyal employees. Read the rest of this entry »
Tags: Congeniality, Customer Loyalty, Customer Service Training, Great Customer Service, Happy Customer, Improving Customer Service, Leadership, Loyal Customers, Loyal Employees, Milestone, Money, Monkey, Payroll, Profitability, Self Esteem, Silk, True Change, Ugly Truth, Vogue
Posted in Edition 20 | No Comments »
February 15th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 20 | No Comments »
January 19th, 2010
We love this model – created by Harvard Business School professor James Heskett and developed by the likes of Jones, Sasser, Xerox and Intuit. Read the rest of this entry »
Tags: Apostles, Best Friends, Customer Base, Customer Loyalty, Good Word, Harvard Business School, Heskett, Hostages, Interesting Research, Internet Age, Intuit, Mercenaries, Monopoly, Professor James, Sasser, Satisfaction, School Professor, Terrorists, Word Of Mouth, Xerox
Posted in Edition 19 | No Comments »
September 27th, 2009
In an unfavourable economic climate, companies must focus more than ever on superior customer experiences.
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Tags: B2c, Behaviours, Bottom Line, Customer Experiences, Customer Loyalty, Customer Value, Detractor, Detractors, Economic Climate, Economic Framework, Financial Impact, Methodology, Negative Word, Net Promoter, New Business, Period Of Time, Promoters, Referral, Referrals, Word Of Mouth
Posted in Edition 16 | No Comments »
September 27th, 2009
The contribution that the overall perception of value makes to customer engagement, loyalty, and profitability has increased in significance in the price-value formula. Read the rest of this entry »
Tags: Amazon, Amp Music, Apple Credit, Bank Of America, Best Buy, Car Rental Avis, Casual Dining, Clothing Catalogue, Crew Discount, Customer Loyalty, Dunkin Donuts, Economic Crisis, Embassy Suites, J Crew Clothing, Jetblue, Kohl S, Mid Scale, Olive Garden, Online Brokerage, Search Engin, Staples, Verizon Wireless, Wal Mart, Wireless Phone Service
Posted in Edition 15 | No Comments »
September 27th, 2009
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
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Tags: Ambassadors, Automation, Business Customer, Business Customer Service, Customer Loyalty, Customer Servic, Customer Status, Experiences, Finance Sector, Global Economy, Good Experience, Industry Markets, Insurance, Loyal Customers, Mecca, Optimization Specialists, Paradigm, Rapid Decrease, Service Customer, Specific Products, Telco Industry, Vital Aspect
Posted in Edition 15 | No Comments »
September 27th, 2009
In an unfavourable economic climate, companies must focus more than ever on superior customer experiences that retain customers and create positive word-of-mouth (WoM), according to the findings of a Net Promoter-based study into the B2C wireless market by Satmetrix. Read the rest of this entry »
Tags: B2c, Behaviours, Bottom Line, Customer Experiences, Customer Loyalty, Customer Value, Detractor, Detractors, Economic Climate, Economic Framework, Financial Impact, Methodology, Negative Word, Net Promoter, New Business, Period Of Time, Promoters, Quot, Referral, Referrals, Satmetrix, Word Of Mouth
Posted in Edition 15 | No Comments »
September 27th, 2009
The engagement levels of company employees can make all the difference between customer retention and defection.
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Tags: Absenteeism, Cornerstones, Customer Loyalty, Customer Relationships, Customer Retention, Defection, Direction, Downturn, Economic Times, Economy, Employee Engagement, Integrity, Internal Communications, Investments, Key Areas, Milloy, Point Checklist, Recession, Speculation, Strategy Consultant, Workforce, Worry
Posted in Edition 14 | No Comments »
September 27th, 2009
Often, employees only focus on making a sale, thereby forgetting to ask the question why the customer buys the product.
Read the rest of this entry »
Tags: Ambassadors, Automation, Business Customer, Business Customer Service, Customer Loyalty, Customer Service, Customer Status, Experiences, Finance Sector, Global Economy, Good Experience, Industry Markets, Insurance, Loyal Customers, Mecca, Optimization Specialists, Paradigm, Rapid Decrease, Service Customer, Specific Products, Telco Industry, Vital Aspect
Posted in Edition 14 | No Comments »
