The prediction that all businesses need one of these has been around for a while now, yet the position has yet to generate any traction. Maybe this is the year? Also referred to as a variety of other titles including chief experience officer and VP of customer experience, the cross-departmental executive-level role is implemented as [...]
You would think that Banks are sticky….not literally but the cost of exit for the customer is large. Unwinding accounts, changing checks and credit cards, online bill pay and the rest BUT it would seem not even the banks are doing enough. A study from research company GfK found that while a few banks have [...]
Lots and lots of articles abound on why customers leave you and go elsewhere. Some are way too general for any serious consideration but others make you think. A study by the American Society of Quality has shown the top six reasons for defection. The reasons are shown below: What is interesting here: Competition [...]
I am a big fan of my friend Jim Matorin’s blog – Smartketing. It is a series of pithy observations from a season pro, on all things marketing. Almost always interesting, provocative and concise. On of Jim’s recent ones is on the importance of the Millenial population – the group formerly known as Generation Y. [...]
Frameworks for loyalty are a dime a dozen. New ones seem to be old wine in new bottles, so it seems to be best to find something simple and stick to it. To this end we offer up one we have been advocating for a while. These are the five foundations for increasing customer loyalty. [...]
Nice article from CustomerThink provocatively titled: What Really Drives Customer Loyalty? Its NOT Just About the Experience! The full article is here and is a reasoned account of other factors affecting loyalty BUT I beg to differ. The only think a customer will remember is what is happening or JUST happened, and the only time they [...]
