Category Archives: Customer Loyalty

Turning Lemons Into Lemonade

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you would expect price to be a major … Continue reading

Posted in Customer Behavior, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service | Tagged , , , , | 3 Comments

Thought Leadership on Customer Experience: Part 1

Are you a client, customer or consumer?  No doubt all of the above, depending on the product or service in question.  Likewie, there are probably lots of reasons you initially decided to do business with the vendors, retailers and service … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Thought Leadership | Tagged , , , , , , , , , | Leave a comment

New Site!

This blog will aggregate my own B2B marketing experience with those of other customer experience experts I met during the course of a 3-year customer experience thought leadership campaign.  Regular blog features will include: Customer experience factoids and case studies … Continue reading

Posted in B2B Marketing, Customer Experience, Customer Experience Research, Customer Loyalty, Customer Segmentation, Customer Service, Thought Leadership | 1 Comment