Tag Archives: customer loyalty

What’s the Purpose of Data, if it Doesn’t Lead to Insights?

Let me start by noting that I rent a lot of cars each year for business. It is unlikely anyone rents many more cars than I do. Thus one would expect that I am a valuable customer to the rental … Continue reading

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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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It’s the little things

It doesn’t take a lot to make a BIG impression in today’s mediocre service world. (Maybe that’s better than in the 1980s when Tom Peters said you could stand out in the crowd if you could raise your service to … Continue reading

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Toyota and Apple:Two peas in a pod

Toyota and Apple have both been facing some bad publicity recently. Toyota for unintended acceleration and other issues with their cars, and Apple for the “death grip” issues around the iPhone 4. Both companies seem to have taken the same … Continue reading

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Stop Trying to Delight Your Customers…

is the title of a an article in the July-August 2010 HBR.¬† It is full of good advice for customer service centers.¬† Money quote (my paraphrase): “delighting customers doesn’t build loyalty; reducing the effort they must expend to solve a … Continue reading

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Starbucks and customer service ratings

My local Starbucks posted their customer service ratings. The scores indicate that they need to process people a bit quicker and clean the store up a bit. I agree. Overall their scores were in the 50s-80s. I notice similar scores … Continue reading

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And the purpose of your advertising is…?

We assume¬†companies that advertise to create new customers want to make sure those new customers experience a product or service that is in keeping with the advertising so they become repeat and perhaps insistent (loyal) customers. Apparently Emirates Air thinks … Continue reading

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