Category Archives: customer loyalty

What Is Customer Loyalty About?

Apparently the 12th Annual Accenture Customer Loyalty Survey found consumers/customers are less loyal today despite billions of dollars spent on loyalty by companies. How does that happen? Maybe because, as is often the case, most companies are spending on the … Continue reading

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No Action Talk Only

My late friend George Nelson used to use that term (No Action Talk Only) as a descriptor for the organization with the same acronym as its name (NATO), and over the years we have applied it to many organizations and … Continue reading

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Confusing Motion With Progress

My older son, who works for a Fortune 200 company, mentioned this morning that his company was going through yet another reorganization to improve results, or efficiency … or something. I remember telling my dad the same story, and I … Continue reading

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Who Is Responsible For Customer Intimacy?

Trick question you say: Everyone in the company. Well maybe, but who is the driver responsible for making sure it happens. One can answer the CEO because he/she sets the tone and culture for the company as a whole. Ok, … Continue reading

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Compromise Is Not Win-Win; And Split The Difference Isn’t “Fair”

Compromise is not a win-win, it is in fact a lose-lose. You give up something you want in exchange for the other side giving up something they want. Often compromise is necessary at the end of a negotiation to make a … Continue reading

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It’s About Optimizing Outcomes Not Touchpoints

The Harvard Business Review often publishes insightful, leading edge articles, but over the last few years they have published a few articles suggesting a complete lack of understanding of process, or a belief their readers know little. The latest example … Continue reading

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Customer service as a revenue center

Traditionally you can view customer service as either a cost center or a profit center.  If you treat it as a cost center, you’ll try and minimize costs, and likely make customers unhappy as a result.  If you view it … Continue reading

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