How Customer Loyalty Data Translates to Customer Experience Elevation
I ran across an interesting fact sheet about customer loyalty recently provided by customer focus incorporated. The findings represented and aggregate of research and some of it may be familiar to you, as it was to me, but the composite picture is enlightening. I’m sharing a few of the highlights as an impetus to stay…
Stop Selling – Leverage Listening
My friend and colleague Doug Fleener once described the possible downside of Twitter as being like a “Chamber of Commerce meeting where everyone is selling and no one is buying.” It’s great to have friends as smart as Doug because they force you to think about things differently. Ever since Doug shared his observation, I’ve…
Keys to Choosing Customer-Centric Business Tactics
A clearly defined business strategy makes tactical decision-making easier. Let’s take the case of Home Depot, one of the major US-based home improvement big box retailers. Home Depot competes aggressively head-to-head with the Lowes brand. Home Depot’s story is well-told in the 1999 book Built from Scratch: How a Couple of Regular Guys Grew The…
Famously Different
This has been a remarkable week for me, as I watched truly great people explore ways to help customer’s find what is unique about their brands. I have been in brand summits and brainstorming sessions with two terrific groups Famous Dave’s Legendary Pit Bar-B-Que restaurants with corporate headquarters in Minnetonka Minnesota and PEMCO insurance based in the Northwest…
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