In my years of working with businesses to improve their performance, the most important question I start out with is , ‘What business are you in?’ It’s a simple question with profound implications. All too often, organisations become so engrossed in their products or services that they lose sight of the underlying value they provide. […]
In the realm of business strategy, two powerful concepts have emerged: Simon Sinek‘s Golden Circle and the fundamental question, “What business are you in?” While seemingly distinct, these frameworks offer complementary perspectives for organizational success. Sinek’s iconic “Start with Why” approach has inspired countless leaders to focus on purpose and inspiration. By understanding the core […]
Many companies have adopted NPS (net promoter score), as a means to measure the effectiveness of their CX programmes. Companies that improved their NPS scores found that overall business performance improved. Heck, NPS has even been backup by a Harvard Business Review article. Everything published in HBR must be true – right? Companies have approached […]
It appears that most people know about and have an understanding of Customer Experience (CX), but very few know about Customer Experience Management(CEM). The two are often thought of as the same concepts. Most companies are practicing CX, but very few have adopted CEM. There are differences between the two, and knowing which one does […]
I did some work for an organisation that was working in the financial sector, seeking advise on developing a loyalty program. For starters I was impressed that a financial institution is actually thinking about developing loyalty. During our discussions a number of key things emerged, which I wanted to share with everyone. Customer loyalty for […]
There is much talk about satisfying customers. In fact nearly any marketing text you pick up, blog you read, the main definition of marketing is ‘satisfying’ customers. Researchers, managers, experts in the past have said that satisfaction can lead to loyalty, profitability, customer retention, etc. However, this is now changing. I believe we need to […]
In my previous blog I discussed true customer loyalty. In this blog I will discuss what are the differences between emotionally attached and other types of loyal customers. For more info on how to develop emotional attachment, read my blog on How to get your customers to love your brand. Emotions vs Emotional Attachment First, lets get […]
One of my main areas of research and my passion is customer loyalty. After spending 5 years and spending nearly £350,000 I have produced research which is quiet exciting. I researched, studied and/or worked with numerous firms including Apple, Emirates Airlines, Thomson Travel, Serena Hotels & Resorts, Singapore Airlines, Harley-Davidson, Ikea, Zara, Walt Disney, Caterpillar […]
Customer Experience Management seems to be on everyone’s mind these days. One of the questions that I’ve gotten asked a number of times is, how to build a great CEM program, what do we need to do, etc. Based on extensive research, I’ve come up with a 12-step plan which should help in developing your […]
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’ customers often defect to competition. Yet we find that there are organisations and entities that have ‘customers’ who are loyal to the extent that they love them, will never leave them and will be willing to pay more money for […]