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A New Year’s Resolution: Examine Your Customerbase

Posted on 12. Jan, 2012 by .

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Out with the old, in with the new“!

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Wishing You a Delightful Holiday!

Posted on 24. Dec, 2011 by .

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One discovery Tim Keiningham and I made a number of years ago, is that simply satisfying a customer isn’t enough to get that customer to become a truly loyal customer.

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Why Loyalty Programs Fail

Posted on 04. Nov, 2011 by .

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Customer loyalty and programs to nurture it are no longer

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Why So Many Loyalty Programs Fail – Part 2

Posted on 06. Oct, 2011 by .

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Businesses have learned their lesson; keeping customers (specifically profitable ones) is the ticket to survival.

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Why So Many Loyalty Programs Fail – Pt. 1

Posted on 27. Aug, 2011 by .

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The customer loyalty movement in 2010 has come a long way from its beginnings in the 1990′s.

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Audi is Driving Me Away!

Posted on 16. May, 2011 by .

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I’ve driven Audi automobiles for almost as long as I’ve been writing about customer relationships.

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“It’s Nothing Personal…”, But It Sure Should Be!

Posted on 08. May, 2011 by .

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The Trump Apprentice TV programs proclaim in their opening credits, “It’s nothing personal, it’s just business!”

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Your Online Customer Community Could be Damaging Customer Loyalty!

Posted on 22. Apr, 2011 by .

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What an absurd thought you might be thinking.

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When Things Go Wrong – And They Will!

Posted on 19. Nov, 2010 by .

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“Disaster recovery” is something that large organizations trained in quality control principles recognize to be a necessary component of their operations.

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Customers Aren’t Equal – Don’t Offer Them Equal Benefits!

Posted on 21. Oct, 2010 by .

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Misguided Loyalty Programs

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