You can't have loyalty without trust. Sounds simple enough, you can repeat it, you can stand behind it - what does it mean? If you really want to build customers loyalty among your customers, forget having it as a goal. You shouldn't even try to improve customer satisfaction. Those metrics don't reflect the truth behind …
How to Avoid Failure In Your Measurement Programs
Would you like to know why your measurement program will fail before you launch it? It is not about choosing metrics, designing reports, or training business users on the proper use of DIY reporting tools - none of those would guarantee success. It is not about taking the metrics you are using now in your …
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