Tag Archives: customer loyalty

How To Increase Your Value To Buyers And Create Unshakable Loyalty

“We are in this together.” Since the COVID-19 pandemic began, we have heard this refrain quoted quite often.  As we did with other moments of despair and tragedies.  We saw with 9/11, the financial crisis of 2008, and the numerous natural disasters of hurricanes and floods neighbors helping neighbors.  People from all walks of life getting to know each other for the first time.  Neighbor meeting neighbor for the first time.  To the point where we heard more of this: “I can’t imagine leaving my neighborhood now.  Not after all we’ve been through.   We’re all helping each other out.  It’s…

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Tony
Article by Tony Zambito

Staying Relevant In An Era Of Disruption And Elusive Customer Loyalty

Customer loyalty continues to be a top-of-mind concern for CEOs, as studies and surveys from the likes of IBM and others have shown.  During the past decade or more, we have seen the use of customer satisfaction surveys, Net Promoter Score, and the rise in customer experience as means for gauging customer loyalty.  The central points being that of keeping customers satisfied and providing great customer experiences will keep customers loyal. In fact, a recent study on customer experience surveying 500 plus executives sponsored by Genesys, showed a very strong correlation between providing high-quality customer experiences and customer retention. Here…

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Tony
Article by Tony Zambito

Three Lessons You Can Learn from Ron Johnson’s Failure at JC Penney

(I am pleased to have as guest author for this article Bob Thompson.  Bob is founder and editor-in-chief of CustomerThink.com.  He is also an authority and thought leader in customer experience.  Most recently Bob published a booked entitled Hooked On Customers, which centers on the habits of leading customer-centric firms.) Several years ago, my first visit to an Apple store was to buy an iPod for my son. Amazing experience. The store had a clean and open design, and the staff was really helpful. When I was ready to buy, I realized something was missing. Instead of a row of…

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Tony
Article by Tony Zambito