Top of Page

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 […]

Continue Reading

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 […]

Continue Reading

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 […]

Continue Reading

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 […]

Continue Reading

Creating Loyal Customers for SaaS Companies [VIDEO]

Software as a Service (Saas) companies are particularly vulnerable to customer disloyalty. SaaS companies' success depends on satisfying their customers on a regular basis or risk the possibility of loosing customers and engendering bad will in the marketplace.  Consequently, customer experience management applies particularly well to Software as a Service companies due to the high-intensity […]

Continue Reading

Asking the Right Customer Experience Questions

Earlier this month, I spoke at the CustomerThink Customer Experience Summit 2011, a free virtual summit featuring Customer Experience researchers and practitioners sharing leading-edge practices to engage with today's empowered customers. The speakers showed how you can create a compelling customer experience that gives your organization a competitive advantage. For my talk, Asking the Right Customer Experience Questions, I presented […]

Continue Reading

Simplifying Loyalty Driver Analysis

Customer Experience Management (CEM) programs use customer feedback data to help understand and improve the quality of the customer relationship. In their attempts to improve systemic problems, companies use these data to identify where customer experience improvement efforts will have the greatest return on investment (ROI). Facing a tidal wave of customer feedback data, how do […]

Continue Reading

The Importance of Your Relative Performance

Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the company/brand. In these programs, customer experience metrics are tracked and used to identify improvement opportunities in order to increase customer loyalty. These customer experience metrics, used to track performance against oneself, may not be adequate for understanding […]

Continue Reading

bob@businessoverbroadway.com | 206.372.5990

UA-23043697-1