Loyalty Marketing
3 Super C’s of Customer Service That Create Loyal Customers
For most organizations, creating a customer service process that creates loyal customers is a constant challenge. In the day-to-day rush of trying to keep up with customer demands, it’s easy... read more
Customer Loyalty – Convenience or Emotional?
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
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
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
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?
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
Sustaining Customer Loyalty: Do You Think You Can?
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
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
Shoot First, Target Later
1To 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
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
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)
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?
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
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
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
