The Customer Loyalty Lifecycle!
We’ve all heard of the business life cycle, however today I wanted to introduce you to a different type of life cycle, i.e. the customer loyalty life cycle. When managing a business it is imperative to know what sort of a life cycle the business is likely to go through, and hence we can make appropriate strategies. Similarly, when wanting to manage loyalty, it is important to understand what type of a life cycle a loyal customer is likely to go through, so that we can make appropriate plans.
Read MoreWOM still the most powerful tool for a marketer
Word of mouth, or recommendation, is the most powerful tool marketers have in their arsenal for attracting and retaining customers. Despite this being the most powerful of the tools, it is one of the most overlooked, and hence I thought I would devote this blog to the importance of WOM.
Read MoreBack from a long break
Hi everyone. As you can see, I had been away for a while. Much has been happening since. Presenting at a number of conferences, consulting work, and a number of other interesting projects. One of these involves being a director for a non-profit organization called Children Education Society (CES). CES is involved in providing education to under-privileged children in hot spots around the world. Some of the work they do is with children from war torn Afghanistan, as well as those that had been affected by the floods in Pakistan.
Read More7000 visitors and counting
It appears that my recent trip to the US has made a strong impact on my blog visits. While the US had overtaken the UK, in terms of visitors, after my recent visit the numbers have shot up. Visitors from the US now make up more than double the visitors from the UK! Once again, thanks everyone for visiting the blog and for the comments. Will try to cover some of the suggested topics. Do keep the comments coming.
Read MoreCustomer Services Across the Atlantic: What we can learn from each other
I spent some time traveling, working and speaking in the US recently. This particular trip, I paid much attention to customer services and to see how different organizations do things. Overall, I can conclude that there is much that we can learn from each other about customer services. There are some things that the Europeans seem to be good at, and others that the Americans seem to be doing well.
Read MoreCustomer Services Across the Atlantic
Hi folks. I’m in the US for a two week business trip, and presenting in conferences. Had some interesting experiences already.
For instance, I found the Dept for Homeland Security personnel quiet friendly. In contrast, American Airlines seems to be really unfriendly. Perhaps AA can learn much from Homeland Security.