This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. All the money in the world that you throw at that Net Promoter survey won’t do any good if…
Tag Archives: customer loyalty
Beloved companies deliver what customers desire
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. The Journal of Consumer Research says in its article, “The Fire of Desire: A Multisited Inquiry in Consumer Passion,”…
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6 ways to transform your competitor’s “bad” customers into your “great” customers
This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. Recently I read an article entitled Fire Your “Bad” Customers and Send Them to a Competitor by Noel Peebles who begins the article by saying, “Let’s face it; some…
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Protect your ambassadors
This is a guest post from Spike Jones — Group Director of Engagement at WCG and co-author of the book Brains on Fire: Igniting Powerful, Sustainable Word of Mouth Movements. See the original post this is adapted from and more like it on his blog. Ambassadors. They go by many different names these days. Some…
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Why a culture of belief is crucial to customer loyalty
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Too often in our daily lives, it feels as if businesses hold all the cards. As employees, we are penned in…
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Emotional Loyalty vs. Transactional Loyalty
This is a guest post from Douglas Atkin, CEO at The Glue Project and author of “The Culting of Brands.” The distinction between these two kinds of loyalty came home to me last summer when I was participating in a brainstorming session on behalf of a major Big Box retailer. They wanted to develop a loyalty…
