by wiadmin | Feb 2, 2016 | Customer Loyalty
Guest Post by Joseph Michelli, Ph.D Ok, the title is a smidge misleading. If customer loyalty was something easily achieved, the American Customer Satisfaction Index would not be approaching a 9-year low. However, “EASE” is a key to driving customer satisfaction,...
by wiadmin | Jan 19, 2016 | Customer Loyalty
My son and his fiancé elected to get married in a large antique church in mid-town Atlanta. Their choice of church was driven in part by the magnificent stained glass windows in the sanctuary. Just at the “I do” part of their late afternoon ceremony, the setting sun...
by wiadmin | Jan 5, 2016 | Customer Loyalty
A CEO met with her senior staff and posed a typical CEO question: “What strategies and tactics would you recommend if we needed to increase our productivity by 10%?” Her executives quickly outlined belt-tightening steps and “do more with less” recommendations. Then...
by wiadmin | Dec 22, 2015 | Customer Loyalty
Host! The word carries a variety of meanings, each painted in the color “help.” It conjures a maître de escorting a guest to the best table; a hotel concierge taking the stress out of a tourist’s holiday; or the greeter at a large party ensuring no detail is...
by wiadmin | Dec 8, 2015 | Customer Loyalty
‘Twas the night before conference and all through the hall, not a vendor was stirring, no emails no calls. The banners were hung ‘ore the expo hall floor, and signage was out by each breakout room door Attendees were nestled in hotel room beds, while visions of...
by wiadmin | Nov 10, 2015 | Customer Loyalty
“Sucker punch” is an interesting moniker for an unexpected blow for a competitor. Historically a label from the world of boxing, its use has been expanded to the business world. The implication is a hit that should have been predicted. The fact that the inevitable was...
