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Tag Archives | RAPID Loyalty

Your Product, Future and Employees: Three Customer Experience Pillars of Growth

Customer experience touch points are not created equal. Findings from a study of six B2B technology companies highlight the top customer experience touch points that drive different kinds of business growth. What helps businesses acquire new customers is not the same as what helps them keep customers or improve their share of wallet. Businesses are looking to the […]

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Customer Loyalty Feedback Meets Customer Relationship Management

In my new book, Total Customer Experience, I illustrate why three types of customer loyalty are needed to understand the different ways your customers can show their loyalty towards your company or brand. The three types of loyalty are: Retention Loyalty: likelihood of customers to stay with a company Advocacy Loyalty: likelihood of customers to […]

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What is Customer Loyalty? Part 2: A Customer Loyalty Measurement Framework

Last week, I reviewed several definitions of customer loyalty (see What is Customer Loyalty? Part 1) that are being used in business today. It appears that definitions fall into two broad categories of loyalty: emotional and behavioral. Emotional loyalty is about how customers generally feel about a company/brand (e.g., when somebody loves, trusts, willing to forgive […]

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What is Customer Loyalty? Part 1

There seems to be a consensus among customer feedback professionals that business growth depends on improving customer loyalty. It appears, however, that there is little agreement in how they define and measure customer loyalty. In this and subsequent blog posts, I examine the concept of customer loyalty, presenting different definitions of this construct. I attempt […]

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bob@businessoverbroadway.com | 206.372.5990

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