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Wednesday, May 28, 2008

Loyalty Impact on Market Share

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I have written a number of blogs about customer loyalty and retention in the last year. However, I have not taken the time to demonstrate ho...
8 comments:
Saturday, May 24, 2008

Growing Market Share by Using Customer Loyalty

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The computer business is looking more like a commodity business every day. There doesn’t appear to be any real difference between computers...
Thursday, May 22, 2008

Parting Comments on Retention

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The key to competing for retention is to quantify and understand the connections between loyalty and profits. How to use measurements as to...
16 comments:
Saturday, May 17, 2008

Invest to Prevent Customer Defections

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This is my third blog regarding customer retention. It has been estimated that most companies spend about 98 percent of their time reacting ...
Saturday, May 10, 2008

Cultural Implications of Customer Satisfaction

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As I have noted in the past, I have access to a very large data base of customer satisfaction surveys. I recently published an article in t...
Friday, May 9, 2008

The Flight of the ‘Service Zombies’

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This is the second part in a series on customer retention. Employees get excited when management demonstrates a serious commitment to listen...
Thursday, May 8, 2008

Learn the Key to Profitability and Longevity

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Who are your customers. Really? Obviously, not all customers are equally valuable to you. Some consumers make product purchases only, thus a...