Tag Archives: Delight Analysis

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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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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