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All Loyalty Marketing Articles - Page 12
Customer Loyalty – Convenience or Emotional?

Customer Loyalty – Convenience or Emotional?

Loyalty Marketing

The word “loyalty” is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance... read more

Navigating the Customer Loyalty Highway: Avoiding a Crash from Negative Customer Emotions & Effort

Navigating the Customer Loyalty Highway: Avoiding a Crash from Negative Customer Emotions & Effort

Loyalty Marketing

Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort customers... read more

What is Customer Loyalty?  It Doesn’t Always Add Up

What is Customer Loyalty? It Doesn’t Always Add Up

Loyalty Marketing

My youngest son, Jeffrey, was never very good at math. He struggled from the earliest 3 and 4 times tables and could never find his comfort level after that. It... read more

Cardless Loyalty: The Merging of Technology, Scale, and Convenience

Cardless Loyalty: The Merging of Technology, Scale, and Convenience

Loyalty Marketing

Over the weekend, I was out running errands with my family. My wife ran into the supermarket to pick up a few things while I sat in the car with... read more

Customer Loyalty: Who’s It To and What’s It For?

Customer Loyalty: Who’s It To and What’s It For?

Loyalty Marketing

There’s an old saw about employees quitting bad bosses more than they do bad jobs or bad companies. The grinding difficulty of a bad supervisory relationship can cause more damage... read more


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Sustaining Customer Loyalty: Do You Think You Can?

Sustaining Customer Loyalty: Do You Think You Can?

Loyalty Marketing

I am sure you remember the children’s story The Little Engine That Could. The tough little blue engine just doesn’t quit. He sees the hill in front of him, musters... read more

Customers Place a Premium on Trust. So Should Your Customer Experience Strategy

Customers Place a Premium on Trust. So Should Your Customer Experience Strategy

Loyalty Marketing

Recently I was given a Kindle for a birthday gift; one week later it quit working. A few days after, I mentioned to a friend that I had received this... read more

When it comes to improving your business, are you making changes before you know what the problem really is?

Shoot First, Target Later

Loyalty Marketing

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To be sure of hitting the target, shoot first and call whatever you hit “the target.” (Richard A McCullough, @richwriter, March 18, 2012 via my Twitter stream @beinpulse) Or maybe... read more

The Customer Loyalty Riddle (Part III): Life is an Echo

The Customer Loyalty Riddle (Part III): Life is an Echo

Loyalty Marketing

This post completes, for the time being, the short series of post on customer loyalty. If you have not done so then you can access the first post here, and... read more

Caring is Key to Customer Loyalty

Caring is Key to Customer Loyalty

Loyalty Marketing

Did you ever wonder why a customer just stops doing business with you? Is it customer service (or the lack of it)? Did the customer move? Pass away? There are... read more

The Customer Loyalty Riddle (Part I)

The Customer Loyalty Riddle (Part I)

Loyalty Marketing

Customer loyalty: a riddle without a solution? As far as I can tell guru’s have been promising nirvana – revenue growth, profit growth, higher profit margins, sustainable competitive advantage –... read more

Customer-Centricity: What Does it Take to Make the Transition to a Customer-Centric Business?

Customer-Centricity: What Does it Take to Make the Transition to a Customer-Centric Business?

Loyalty Marketing

What is our defining feature, our magnificence? We are awesome. We, individually as an organism and collectively as a species, are best signified as “that whose defining characteristic is the... read more

Klassic Books: An Excellent Example of How Not to Write an Email Requesting Help

Klassic Books: An Excellent Example of How Not to Write an Email Requesting Help

Loyalty Marketing

You might have guessed this and if you have not then I can tell you that I am a prolific reader. As such I tend to buy more than my... read more

Lessons to Learn from Amazon and iPhone

Lessons to Learn from Amazon and iPhone

Loyalty Marketing

What can you learn from the quality of the Amazon customer experience and the magic of the iPhone user experience … to improve your customer’s experience? THE CHALLENGE: Your customers... read more

Global: What Does the Voice of the Insurance Customer Tell Us About Customer Needs and Behaviour?

Global: What Does the Voice of the Insurance Customer Tell Us About Customer Needs and Behaviour?

Loyalty Marketing

Ernst & Young have issued a report titled “Voice of the Customer, Time for Insurers to Rethink Their Relationships 2012″. This report is based on a survey of 27,000 customers... read more