Terry’s Quote of the Week:

Never put a "bean counter" in charge of your rewards program. You want to grow customers' loyalty, not balance the books or reduce stated costs.

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Using Industry Norms to Interpret Satisfaction Survey Results

Posted on 06. Jun, 2010 by .

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Satisfaction Benchmarks: Goaling for Mediocrity Why are we and our clients always looking to benchmarks to help us interpret our customer feedback?

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Michael Dell Doesn’t Care About Customers!

Posted on 05. May, 2010 by .

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The Soul of an Organization I believe the

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Wawa rules!

Posted on 14. Apr, 2010 by .

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Wawa gas stations and convenience stores offer a really good value in convenience food!

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Detailers: Personal Calls Morph into Electronic Exchanges

Posted on 15. Mar, 2010 by .

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Who

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Buying Back Customers

Posted on 03. Mar, 2010 by .

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I

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The Truth about Truth in Survey Research

Posted on 14. Jun, 2009 by .

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We Can

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Hyundai Must Believe in Word-of-Mouth, They

Posted on 30. May, 2009 by .

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Buy a Hyundai, Become a Spokesperson The newest roll-out of the Hyundai Assurance Program features a

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When Fund-Raising Jeopardizes Donor Relationships

Posted on 27. May, 2009 by .

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NYC

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Pricing to Preserve Customer Relationships

Posted on 05. May, 2009 by .

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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

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