Customer loyalty

In 2006 Jeanne Bliss published "Chief Customer Officer: Getting Past Lip Service to Passionate Action". Since then she has been helping leadership teams and CCOs (Chief Customer Officers) to find their united voice and become customer leaders. As each business (and each market, customer, context, leader, etc.) is different "finding...
Customer journey infographic by Satmetrix
Your customer is on a journey. Is that journey aligned with what you offer across each and every step until the destination is reached and how do you make sure the customer doesn't pick another path? There are no guarantees but there are certainly many ways to improve how you...
Customer-centricity: what is it and what does it even mean to be customer-centric? Does it matter to define it or look at how people define it? It sure does! Definitions, models, views and approaches to be more customer-centric. While customer-centricity isn't new, it's increasingly used in the context of, among...
Net Easy
Although there is increasing attention for the Customer Effort Score, an "alternative" to the Net Promoter Score, introduced by the CEB (Corporate Executive Board), many questions about it, as well as discussions comparing NPS and CES, remain. Some say Customer Effort Score is far better to predict customer loyalty while...
Through multi-channel interactions and delivering the right content and information at the right time and in the right environment and context, we can optimize the relevance and return of everything we do as marketers. Omnichannel marketing and omnichannel retail, as they are called now and then, are hot. And the...
Brand advocates are among the most powerful sources of social recommendations, word-of-mouth and sales in this social era. However, businesses ignore or forget many possibilities to enhance brand advocacy tapping into the power of specific groups, including loyal customers. 27.5% of marketers even admit they have not mobilized brand loyalists...
A customer (also known as a client, buyer, or purchaser) is usually used to refer to a current or potential buyer or user of the products of an individual or organization, called the supplier, seller, or vendor. These are not my words but the definition of the word “customer” according...
“Never before in the history of business and marketing has customer service been as front and center as it is today”. That’s how Joseph Jaffe’s, Customer Service Manifesto’ starts. Jaffe, published the manifesto “in association with ‘Flip the Funnel’” (his new book). I went through the manifesto. Here are some...
Outbound and inbound marketing is all about providing pollen to attract the bees. “Over here! My flower is the best!” But if I’m the bee I want to get as much of the good stuff as I can and in the most efficient way and then head back to...