Customer Experience Consulting and Speaking
My sister remembers when the “fancy” mall opened in our hometown. She and my mom would dress up to go. By the time I was ready to hang out at the mall, I trudged from one store to the next in jeans or even (oh goodness) sweat pants. After the novelty wore off, customers came as they [...]
Today, Maritz will be announcing the results from a comprehensive study into U.S. consumer loyalty programs. The study, the first released by Maritz, aims to help explore the motivations of brand loyalty across six key industries: financial services, entertainment, retail programs, hospitality, grocery, and airlines. Thanks to early access to the findings and an interview with Scott [...]
How many meetings have you sat in recently where the term “gamification” has come up? It’s often waved in front of an executive as either a magic elixir or a battle cry. Gamification, it is stated, is the answer to engaging customers. I like the idea of gamification…in theory. In its simplest definition, it is [...]
With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. In her new book, Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics, author Jackie Huba discusses [...]
We’re happy to release our first Customer Experience Investigation™ Case File, where we examine the experience of a brand and how they either deliver (or not) a superior customer experience. After all, you can’t focus on the future of customer experience innovation without examining what’s worked in the past! This time, we took our magnifying [...]
There is lots of talk about customer advocacy. It’s the end-game for many marketers and customer experience professionals. If you have customers who love your brand SO much they are willing to sing your praises to anyone who will listen, then you’ve done your job well. When we discuss how to recognize the customers who [...]
Did you hear the one about American Airlines? They rebranded, re-logoed, and are doing their best to reinvent. It was a big deal; they invested 2 years and quite a bit of cash to get it right. And yet… The story they released is one of innovation and “putting you at the center of everything [...]
We all make mistakes. We all try stuff that doesn’t work. Albert Einstein famously said insanity is doing the same thing over and over again and expecting different results. And yet business leaders claim they want to improve the customer experience and earn loyalty, but make these mistakes over and over and over again. The [...]
I’m asked this question a lot: what’s the return on investment (ROI) of customer loyalty? It’s a good question, and one that’s not as straight-forward to answer as you might think. The math is easier for customer acquisition costs and rewards. 1 customer > no customer It’s easy to claim: We’re winning! We’re winning! If [...]
Many executives are interested in improving the customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough, the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or [...]
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