Customer loyalty is one of the hottest topics in business — and one of the most misunderstood. As Seth Godin pointed out today, if you have the cheapest price and customers keep coming back, that doesn’t mean they are loyal to YOU! To me, customer loyalty means that with all else being equal — or, [...]
Let me run two events from today — seemingly disconnected – by you, and see if you reach a similar conclusion. My Friday morning started with coffee at Starbucks with Pete Dunn — better known as “Pete the Planner.” We’ve been connecting on Social Media, but had never met in person. Pete’s a really terrific [...]
I’ve been thinking a lot lately about a wonderful gentleman I met back in the 1980s. I was in my early 20s, and highly impressionable. It is because of both the timing and the honor that I have always been thankful for the opportunity to spend three or four evenings in the company of Dr. [...]
Tammy and I had dinner the other night with my longtime friend, speaker/author Jeff Slutsky, his fantastic wife, Helene, and their charming and awesome daughter, Natalie. I couldn’t wait to see Jeff, because there is a national television spot for a major company using one of his signature stories — a real show-stopper Jeff has [...]
During my recent trip to Malaysia, I was asked by network television news there to comment on their country’s goal to become a “high income nation by 2020.” Every person I met knew of the national effort. They’ve become a mid-income country through hard work and careful planning. Now, they seek to join the ranks [...]
Listening to a speaker — Kelly McDonald of McDonald Marketing — on diversity and cultural change at a meeting in San Antonio today… • The largest Hispanic nation in the world is Mexico. The second largest is the United States. More Hispanics here than Columbia…more than Honduras…more than Spain! • The city with the fastest [...]
Mac Rumors reports on the weekend email debate between Apple founder and CEO, Steve Jobs…and a blogger from Gawker, Ryan Tate. Late Friday, Tate fired off an email to Jobs at an address that has been publicized on the web. It read, “If Dylan was 20 today, how would he feel about your company? Would [...]
EVERY organization out there claims to have great service…even those that obviously do not! Therefore, for you to make the statement that you provide “superior customer service” is simply not compelling to prospects or clients! Here’s more on the topic…
There’s good news on the economic front, as both upscale Nordstrom and more mass-appeal Kohl’s delivered strong sales and earnings — which experts are suggesting to mean that “consumers up and down the economic spectrum are feeling safer about shopping.” Nordstrom attributed their results to “ongoing progress in serving its customers with a compelling blend [...]
Are they really loyal to you?
View Comments September 9, 2010Customer loyalty is one of the hottest topics in business — and one of the most misunderstood. As Seth Godin pointed out today, if you have the cheapest price and customers keep coming back, that doesn’t mean they are loyal to YOU! To me, customer loyalty means that with all else being equal — or, [...]