Terry Vavra's Blog

CEP Emailers

Customer Experience Partners is pleased to allow you access to our library of “Emailers”.
Simply choose from the list and select the issues you’d like to download.

Customer Advocates

Have You Told Your Customers a Story Recently #21 (Mar 30, 2011)
A Lesson from Harley You Didn’t Expect #25 (April 27, 2011)
Finding and Arming Advocates #26 (May 4, 2011)
Advocates for Sale – Bzz Agent #36 (July 13, 2011)
Too Late, You’ve Lost Control of Your Brand #47 (Sept 28, 2011)
Have You Told Your Customers a Story Recently #70 (Mar 7, 2012)
Influentials vs. Everyday Advocates #71 (Mar 14, 2012)
Are Your Customers Ready to Defend You #78 (May 2, 2012)

The Customer Experience

Customer Experience – Much More than Satisfaction #4 (Dec 1, 2010)
What Really Constitutes an Excellent Customer Experience #14 (Feb 9, 2011)
Improving the Customer Experience – No Easy Choices #20 (Mar 23, 2011)
Coach Lombardi and the Customer Experience #32 (June 15, 2011)
A Curious Case of Customer Experience #40 (Aug 10, 2011)
It’s Emotions, Stupid #43 (Aug 31, 2011)
Looking Beyond Operational Performance – A Hospital’s View of the Total Customer Experience #51 (Oct 26, 2011)
How ‘Deep’ Is the Customer Experience – Online Ads #72 (Mar 21, 2012)

 Customer Loyalty

Customer Loyalty – Not a Binary Issue #45 (Sept 14, 2011)
Customer Loyalty and the Evoked Set – the Wallet Allocation Rule #49 (Oct 12, 2011)
Play Ball – Is Customer Loyalty on the Bases #75 (April 11, 2012)
Why So Many Loyalty Programs Fail – Pt 1 (Nov 28, 2012)
Why So Many Loyalty Programs Fail – Pt 2 (Dec 5, 2012)
Why So Many Loyalty Programs Fail – Pt – 3 (Dec 12, 2012)
Why So Many Loyalty Programs Fail – Pt – 4 (Dec 19, 2012)

Customer Satisfaction

Why Aren’t Satisfaction Scores Improving #6 (Dec 15, 2010)
Wishing You a Delightful Holiday #7 (Dec 22, 2010)
You Won’t Survive with Merely Satisfied Customers #8 (Dec 29, 2010)
Is Your Satisfaction Survey Causing Customer Dissatisfaction #11 (Jan 19, 2011)
Scoring Customers – A Critical Step to Achieve Delight #15 (Feb 16, 2011)
Delight Analysis – Focus Gets the Job Done #17 (Mar 2, 2011)
When Satisfaction and Sales Fail to Correlate #24 (April 20, 2011)
When Your Customer is Unhappy – - – #33 (June 22, 2011)
The Senses and Satisfaction #55 (Nov 23, 2011)
Getting More Insight from Your Satisfaction Data #58 (Dec 14, 2011)
Wishing You a Delightful Holiday #59 (Dec 21, 2011)
The Commoditization of Satisfaction (July 18, 2012)
The Commoditization of Satisfaction Pt. 2 (Aug 1, 2012)

 Marketing Strategy

Evidence Tampering – A Crime or Good Marketing #10 (Jan 12, 2011)
Wowing or Dissing Customers #29 (May 25, 2011)
Will They Really Recommend Your Brand #31 (June 8, 2011)
Probing Customer Decision Making #35 (July 6, 2011)
Can Your Customers Reach You – Fortune 50 and Telephone Access #37 (July 20, 2011)
Stuff Companies Give Away #39 (Aug 3, 2011)
When Can Customers Be Happy About Paying More #41 (Aug 17, 2011)
Customer Winback; Back in the News #42 (Aug 24, 2011)
Whole Foods Competing on Price – But Why #46 (Sept 21, 2011)
The Melting ‘Iceberg’ of Customer Complaints #56 (Nov 30, 2011)
Out with the Costly – In with the Profitable Customers#61 (Jan 4, 2012)
The Dawn of Relationship Marketing #62 (Jan 11, 2012)
Are Half of Your Advertising Dollars Wasted #76 (April 18, 2012)
Curation – An Evolving Trend in Communications #77 (April 25, 2012)
Managing Evidence: How to Tilt the Scales in Your Favor (Sept 5, 2012)
Is Corporate America Listening to Its Customers (Sept 26, 2012)

Social Media – Power to the People! #82 (May 30, 2012)

Public vs. Private Word of Mouth #63 (Jan 18, 2012)