Archive | Customer Loyalty

Join me in London at Net Promoter Conference Sept 10-11

I’m delighted to announce that I’ll be keynoting at the Net Promoter conference in London on Sept. 10. My session will be about “Customer-Centric Mastery” — focusing on the top three habits (organization behaviors) that drive competitive differentiation. More details here. The speaker lineup is impressive: Aisling Hassell – Head of Global Customer Experience, Airbnb […]

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Shopping Experience: New Normal is Mobile, Omni-Channel, and Mostly… LOW Prices!

I’ve been following the retail analyst reports over the past few weeks. One summed up the holiday shopping season as “ho hum,” due to lack of hot products, bad weather and one fewer weekend during the holiday shopping season. Overall, “bricks” are losing out to “clicks.” A ShopperTrak report found 2.7% YTY revenue increase during […]

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Black Friday proves that (low) price really can be delightful. Will retailer greed kill a good thing?

Most of the discussion around a delightful Customer Experience (CX) has been about company-customer interactions. Like the unusually great customer service you get from Zappos. Of course, some companies are able to dazzle us with their products. Like Apple with the iPhone and iPad. But price? Price is usually denigrated as a strategy for losers […]

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5 questions for Wil Wurtz about "The Customer Profit Maxim"

Wil Wurtz has two decades of experience in customer management, and has seen the rise of CRM (as founder of the Dutch CRM Association) and more recently CEM. Through it all, he is one of the world’s best thinkers about balancing value creation for customers (which drives customer satisfaction and loyalty) and value creation from […]

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