Terry Vavra's Blog

A New Year’s Resolution: Examine Your Customerbase

Terry Vavra — Thu, 12 Jan 2012 23:56:01 +0000

Out with the old, in with the new“!

Wishing You a Delightful Holiday!

Terry Vavra — Sun, 25 Dec 2011 01:50:20 +0000

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.

Why Loyalty Programs Fail

Terry Vavra — Sat, 05 Nov 2011 02:07:32 +0000

Customer loyalty and programs to nurture it are no longer

Why So Many Loyalty Programs Fail – Part 2

Terry Vavra — Fri, 07 Oct 2011 02:48:07 +0000

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

Why So Many Loyalty Programs Fail – Pt. 1

Terry Vavra — Sun, 28 Aug 2011 02:43:06 +0000

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

Audi is Driving Me Away!

Terry Vavra — Tue, 17 May 2011 00:39:50 +0000

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

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

Terry Vavra — Mon, 09 May 2011 01:49:08 +0000

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

Your Online Customer Community Could be Damaging Customer Loyalty!

Terry Vavra — Fri, 22 Apr 2011 21:06:55 +0000

What an absurd thought you might be thinking.

When Things Go Wrong – And They Will!

Terry Vavra — Fri, 19 Nov 2010 22:56:58 +0000

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

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

Terry Vavra — Fri, 22 Oct 2010 02:32:31 +0000

Misguided Loyalty Programs