Loyalty Marketing
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Customer Loyalty and Why it’s Important [Infographic]
3We’ve all heard the saying, “It’s cheaper to keep an existing customer than to gain a new one.” But how do you ensure that your customers will stay loyal? You... read more
Watching and Listening to Customers Can Help You Deliver Exceptional Customer Service
My definition for delivering “amazing” customer service is to consistently be above average. At a minimum this is just a little above average. That’s what the best companies do. They... read more
Customer Loyalty Engagement Index 2012 Commandment: Delight Thy Customer
2Last year, the Brand Keys Customer Loyalty Engagement Index (CLEI) found customers were looking for “delight” from their brands. This year evidence mounts that it’s still delight that will continue... read more
Who Owns Your Customer Experience?
1A few weeks ago I heard a story of “extreme customer service.” Strangely enough, it wasn’t about a great experience but about a failed service experience. My friend absolutely loved... read more
What Flavour of Customer-Centricity Are You Practicising?
Customer-Centricity: we are great at lying to ourselves If there is one facet of ‘customer-centricity’ and the ‘outside in’ approach that I find striking it is this: almost no-one who... read more
Is Your Loyalty Program Demonstrating Your Loyalty?
Like most business people with global responsibility, I fly quite a bit. I have been a Platinum member for a couple of years and have flows with American almost a... read more
Exceeding Expectations or Solving Customer Problems: What’s More Important?
Let’s say you set out to improve your company’s customer experience to drive better organization performance (kudos to you). What will be more important in attaining that goal: exceeding customer... read more
Being Off Duty Doesn’t Mean You Aren’t Responsible for Customer Service (and More)
This may start out to sound like a rant, but it isn’t. It’s simply the set up for the customer service lesson to be learned. I’m at an airport, working... read more
What Happens When You Place a Potential Customer Before an Actual One?
Visiting my haircutting establishment of several years Well there I was sitting in the chair, hair half cut and enjoying the lightening of hair load from my head when it... read more
Want my Loyalty? Then Answer This One Question
“I need to feel strongly, to love and to admire, just as desperately as I need to breathe.” Jean-Dominique Bauby My fascination is us – human beings and the human... read more
Aim for Consistency in Customer Experience
My wife and I have been looking for a new TV over the past few months and have spent considerable time researching online. After much scouring, we finally found the... read more
WOW Your Customers With Memorable, Share-able Experiences
Part of the Entrepreneurial Magic Series In my previous post “Razzle Dazzle Them With Great Customer Experiences” I talked about the customer experience and gave a few short, generic tips... read more
Reflections on Customer Loyalty and Customer Satisfaction: Not the Usual Perspective
So much talk, so much confusion – round and round we go Round and round we keep going writing about, talking about, customer satisfaction and customer loyalty. Some say that... read more
It Isn’t Always About Getting New Customers. It’s About Keeping Them Too
I talk a lot about lead generation and thinking about new ways to go out find and acquire new customers but it’s not just about generating leads and adding a... read more
Virgin America: A Leader in Digital Customer Engagement
As it now enjoys numerous accolades (AdAge’s Digital A-list, “Best Domestic Airline” in the Condé Nast Traveler Readers’ Choice Award 2008-10 and “Best Domestic Airline” in Travel + Leisure’s World’s... read more
