Currently viewing the tag: "customer loyalty"
John F Moore recently wrote in his blog, and Paul Greenberg concurred, that we need to move beyond just Customer Service for Social CRM. Today I am privileged to have Allen Bonde write a guest post on Social Marketing. In case you don’t know Allen, he was the head of his [...]
I have made adjustments to the way I think about Loyalty.
I want to thank everyone for participating, reading, commenting, and for providing very thoughtful point-of-views that I had not considered before. I went through all the comments and summarized them into six lessons learned:
The choice of loyalty remains [...]
Part 1 – Introduction Part 2 – Strategic Measurement Framework Part 3 – Design Part 4 – Validation
If you had not had a chance to read through previous installments, please do so you can [...]
Organizations have an unhealthy obsession with Customer Loyalty.
Fact is, and I wrote about it before, that what we measure as loyalty is not even real loyalty. Loyalty, same as satisfaction, is a feeling, an emotion and it cannot be measured or repeated.
You can point me to the countless studies [...]
How do you measure the effect of a conversation?
Until now, and still continuing in most contact centers, Customer Service has been measured on the efficiency of its performance: number of calls per hour, times it takes to answer a question, time to answer an email, etc.
Organizations that moved to managing experiences migrated their [...]
You cannot gain loyalty out of just one interaction.
Nor can you gain loyalty by crafting awesome experiences. Loyalty is the end-goal of a well-traveled mountain path littered by barriers and detours. There are many advantages to it, but just only one way to get it. No matter who you are.
Implementing loyalty programs or [...]
Implementing Social Media has no effect on Loyalty.
Loyalty is achieved over a long-time, building trusty relationships and consistently delivering to expectations – or exceeding them. Expectations are set by the organization in response to customer’s needs, with an eye to what they can do to meet their needs as well. Not providing service through [...]
Did you ever have as goal to make someone fall in love with you?
No decent person would go into a relationship just to make the other party behave in a manner that is not their intention or in their best interest. Couples are not formed as a one-sided relationship, and business relationships aim to [...]
Everyone knows how to build loyalty, few are willing to do it.
First, over-deliver.
Find out what your customer’s expectations are, what they would like to see happen in any interaction, both the results and steps to complete them. Design your experiences around those expectations, aiming to always over-deliver on what they expect to see. [...]
Feelings cannot be measured.
Lighting cannot be caught in a bottle.
Cold Fusion is (for now) a dream.
The only difference between these three statements is that some people will actually believe that the first one is wrong. They are the ones who will try to measure customer satisfaction or customer loyalty. The same way [...]
