May 21st, 2010
Author and Consultant Elisabeth Goodman looks at how you can achieve customer and employee loyalty by taking an intelligent approach to your organisational resources. Read the rest of this entry »
Tags: Bain, Bob Whitman, Breck, Conversations With People, Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Value, Distractions, Employee Loyalty, Empowerment, Goodman, Intelligent Approach, Keeping Score, Piling, Predictable Results, Process Improvement, Senior Executives, Stephen R Covey, Unpredictable Times
Posted in Edition 23 | No Comments »
April 26th, 2010
Author and Consultant Elisabeth Goodman looks at how you can achieve customer and employee loyalty by taking an intelligent approach to your organisational resources. Read the rest of this entry »
Tags: Bain, Bob Whitman, Breck, Complexity, Conversations With People, Cust, Customer Experience, Customer Loyalty, Customer Satisfaction, Customer Value, Distractions, Elisabeth, Employee Loyalty, Empowerment, Existing Customers, Goodman, Intelligent Approach, Keeping Score, Piling, Predictable Results, Process Improvement, Senior Executives, Stephen R Covey, Survivors, Unpredictable Times
Posted in Edition 22 | 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
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 26th, 2009
The first rule of stellar service delivery is: Service is all about expectations.. Read the rest of this entry »
Tags: Bell Curve, Benjamin Schneider, Customer Delight, Customer Expectations, Customer Loyalty, Customer Value, David E Bowen, First Time Every Time, Gas Station, Impress, Median, Outrage, Perceptions, Prof David, Quality Of Service, Quality Product, Ray Miller, Self Service, Service Delivery, Service Expectations, Stellar Service
Posted in Edition 13 | No Comments »
September 26th, 2009
The first rule of stellar service delivery is: Service is all about expectations..
Read the rest of this entry »
Tags: Customer Expectations, Customer Loyalty, Customer Relationship, Customer Value, First Time Every Time, Gas Station, Impress, Last Time, Perceptions, Quality Product, Ray Miller, Self Service, Service Delivery, Service Expectations, Service Gas, Stellar Service
Posted in Edition 12 | No Comments »
September 26th, 2009
Customer valuation has traditionally been a tantalizing customer management tool—full of untapped promise. This will be the year it comes into its own, I predict. Read the rest of this entry »
Tags: Accounting Systems, Clv, Cmo Council, Crystal Ball, Current Trends, Customer Lifetime Value, Customer Management, Customer Value, Defense Secretary Donald Rumsfeld, Donald Rumsfeld, Extrapolation, Management Accounting, Management Tool, Outlook Report, Product Focus, Risk Risk, Self Interest, Steady Progress, Sum Total, Value Customer
Posted in Edition 07 | No Comments »
September 26th, 2009
Businesses stand to reap massive rewards by regularly reviewing strategies that enable them to create value for their customers. Read the rest of this entry »
Tags: Assessment Tool, Benchmarking, Business Value, Capabilities, Competence Management, Conversations, Current, Customer Focus, Customer Management, Customer Value, Discovery, Evaluation Session, Implication, Insights, Logic, Management Assessment, Management Strategy, Nature, Organisa, Own Destiny, Prospective Customers, Rewards, Value Chain
Posted in Edition 05 | No Comments »
