Value, the final frontier.
That is not just a bad attempt at a pun, it is a reality of what people through times have thought of value. There are many “types” of values: legal, economical, ethical, quantitative, qualitative, and financial value – just to name a few. There are also issues of perceived, realized, and corroborated [...]
It has been a flurry of activity around these parts with the discussion of what is Social CRM, whether it exists, and what to call it.
First, I read this post from Brent Leary in Inc. Unfortunately, Inc is not very social and comments are not allowed.
So, when someone else Twitted that it was available, I [...]
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. Become effective [...]
You are doing Loyalty the wrong way.
There are two models of loyalty: emotional and intellectual.
Emotional loyalty is when the customer develops feelings about doing business with you and your products, when they absolutely “love” what you do and would not think of doing business with anyone else. Price is not an issue and the experiences [...]
Are you hurting your customers by introducing not-fully-baked new experiences?
Read the rest of this entry »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 Loyalty.
Loyalty is [...]
