Archive for 'Customer Recognition'

Bloomingdale’s Discovers Loyalty?

Posted on 07. May, 2012 by .

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Even after your corner pretzel vendor discovered the value of nurturing loyalty, venerable, blue chip retailer, Bloomingdale’s only recently announced a loyalty program: the Bloomingdale’s Loyallist!  The Program in Brief Let’s quickly review the “program”….  For every dollar a Loyallist spends (in-store, online or at an outlet) he or she receives one point.  But if [...]

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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.  We based this finding on lots of observations and on several documented trials.  This is a unique perspective and isn’t fully understood throughout the customer [...]

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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.  But this parallel is, at best, troubling.  You see Audi isn’t a very good practitioner of CRM and I’m passionate about CRM.  I know I should “vote with my dollars” and abandon the marque, but I do like the engineering [...]

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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!”  I find this statement personally offensive.  It contradicts everything I believe about how good businesses are built and prosper.  The fact that Donald Trump espouses this philosophy suggests his views are very different from my own.  To me most [...]

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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 In most developed countries there is a basic cultural value which recognizes the unquestioned equality of all people – requiring they all be treated with equal respect.  Egalitarianism is a popular political doctrine and a social philosophy.  But when it comes to running a business, egalitaristic principles shouldn’t prevail!  If a business [...]

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Buying Back Customers

Posted on 03. Mar, 2010 by .

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I’ve often said that businesspeople regularly fail to appreciate customers until they lose them.  Suggest spending money on a customer retention program and businesspeople will find every reason not to.  Yet, when a customer defects, they’ll eagerly throw money at the defecting customer in an attempt to win them back – even when they may [...]

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Stop Demoting Customers!

Posted on 23. Apr, 2009 by .

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When economic times get tough, we all start to examine expenses and “tighten our belts”.  But our customers may be easing off in their spending as well.  That’s why I find it particularly ironic that many businesses turn to their customer loyalty programs for savings.  They appear to fool themselves into thinking that if they [...]

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