When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
Keeping Customers is cheaper than getting new ones. Customer loyalty and retention are goals for most organizations as a result. In the past, some companies’ modus operandi to build their loyalty involved a loyalty card with additional benefits. However, these loyalty...
Fortune recently released their list of the 50 “ World’s Most Admired Companies” and on it, Microsoft Slips to 24 from 17th just last year. Honestly I am not surprised by this downward trend. I am part of Microsoft’s problem. I don’t admire Microsoft, but I do admire...
What happens when a company you trust has a breach in their security that compromises your account information, leaving you open for credit card fraud? How quickly does the trust fade? We have the benefit of watching two real-time case studies for this concept right...
Some loyalty for brands is deeply ingrained into customers. Like people who will drive across town to a certain Starbucks because Monique, their barista-spouse knows exactly the right ratio of soy milk in their daily Chai Tea Soy Latte. Or the customers that own no...
Successful companies have loyal employees. They also have loyal customers. But the question for researchers and consultants for the past two decades is how these two groups are related, if at all. Over the past 20 years, the connection between the two groups, loyal...
