Tag Archives: Customer Loyalty

An Open Letter To My Network

Networking Is About Paying It Forward Most of the time we live in our busy work worlds, sometimes forgetting that people have lives outside the office. Occasionally we remember to reach out to those we work with, as suggested by … Continue reading

Posted in B2B Marketing, Content Marketing, Customer Experience, Customer Loyalty, Digital Marketing, Financial Services, Marketing Automation, Thought Leadership | Tagged , , , , , | Leave a comment

Let’s Recap, Then Move Marketing Forward

Over the last four years, we’ve covered a lot of topics in this blog, which is a reflection of the many changes going on in marketing and customer experience. Here are ten of the most popular posts: More Thoughts on Thought … Continue reading

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

Transformational Marketing

As it often does, the New Year holiday and all the corresponding online retrospectives caused me to look back. I realized that my marketing career has coincided with several major waves of innovation.  Marketers started the century discussing one-to-one marketing … Continue reading

Posted in Content Marketing, Customer Behavior, Customer Experience, Customer Loyalty, Customer Service, Digital Marketing | Tagged , , , , | Leave a comment

One Bad Experience

This time my husband wrote the blog entry for me.  Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page.  You’ve probably all written one like it – or intended to after a … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Social Media CRM, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 2: Credit Card Issuers

Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major card networks (Visa, MasterCard), bank-issued cards, or the processing networks behind these. But the … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services, Uncategorized | Tagged , , , , | Leave a comment

Customer Experience in Financial Services – Part 1: Banks

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in general, consumers place greater emphasis on “customer service” than on price when evaluating … Continue reading

Posted in Customer Experience, Customer Experience Research, Customer Loyalty, Customer Service, Financial Services | Tagged , , , , | 1 Comment

Ladies and Gentlemen Serving Ladies and Gentlemen

During Labor Day week , my husband and I enjoyed the Ritz Carlton’s strong service model. All guests, no matter how greasy and sandy from the beach, are treated as ladies and gentlemen. Associates, who are encouraged to think of … Continue reading

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Plotting Your Way To Super Loyalty

Anyone who has ever taken a business or economics course will attest to the fondness of academics for a 2×2 matrix. Put one variable on the X axis, another on the Y, and presto – all manner of phenomenon can … Continue reading

Posted in B2B Marketing, Customer Experience Research, Customer Loyalty, Customer Segmentation | Tagged , , , | 3 Comments

When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity – immediately frying most of the electronics devices that were plugged in.  … Continue reading

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

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