Customer loyalty is important to business success. Profitability of customer retention is pretty much common knowledge. So companies do a lot to encourage customer behavior that favors their brand, to increase: - Purchase frequency and volume - Involvement and structural ties - Recommendations of the brand. Yet, like most things in life, loyalty is a two-way street. Who are you [...] Read More…
Tag Archives: customer loyalty
Loyalty Is Not Just For Customers 1 / 7 / 10
What IS Customer Experience?! 5 / 1 / 09
by Lynn Hunsaker, head of ClearAction (www.clearaction.biz) CLICK HERE FOR PODCAST VERSION (4:50) You probably hear lots of “customer …” phrases that seem interchangeable. In reality, there are big differences in these terms, although they are related. Customer Experience: customer’s journey from realization of a need until the need no longer exists. Customer Satisfaction: customer’s perception of [...] Read More…
Customer Experience: Actions Speak Louder Than Words! 2 / 18 / 09
CLICK HERE FOR PODCAST VERSION (3:42) Actions speak louder than words when it comes to most things in life. Michael Phelps, Britney Spears, Barry Bonds, Martha Stewart and plenty of others learned that the hard way. Customers feel the same. They hear plenty of promises in ads, on signs, and from sales and service people. Yet [...] Read More…