Let's Grow Leaders

SEPTEMBER 23, 2021

Your Most Important Customer Loyalty Metric: Do Your Customers Come Back. In this week’s Asking for a Friend, I talk with Shep Hyken, author of I’ll Be Back , discusses how to build customer loyalty and getting customers to come back again and again. The Basic’s of Customer Loyalty.

Customer Loyalty 425

Customer Loyalty Loyalty Video B2C 425

Strategy Driven

JUNE 9, 2014

The internet and its immediate access to any information – including one’s reputation – the economy, Google and online searchability in general, social media, smart phones, one-click buying, Amazon feedback and other ratings sites, and smarter customers and consumers both B2B and B2C. Reprinted with permission from Jeffrey H.

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Strategy Driven

DECEMBER 16, 2013

The week between Christmas and the New Year presents an amazing opportunity to any person who is B2B, and many B2C. The key to building your Google reputation is consistent action, consistent writing, and consistent posting. It’s the time to make your plan for next year. Reprinted with permission from Jeffrey H. About the Author.

Reputation 70

Reputation B2C B2B Customer Loyalty 70

Harvard Business Review

APRIL 2, 2015

B2C marketers have long known that the key to a customers’ hearts and minds is to make the connection between the brand and customers’ sense of self. Powerful brands (think Apple and Nike) reinforce customers’ positive self-image.

B2B 8

B2B Consensus B2C Customer Loyalty 8

Harvard Business Review

SEPTEMBER 22, 2011

More and more companies are tying incentive pay to customer metrics. TIAA-CREF, the big financial services company, includes customer loyalty score improvement in senior executive compensation. Your customer metrics must correlate with financial and strategic goals. A clear link to financial and strategic outcomes.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

APRIL 20, 2016

In the B2B world, it’s all about lead generation: getting people to hand over their email addresses and phone numbers so that you can spam and telemarket them into submission, where “submission” means actually buying your product. Today’s standard marketing playbook looks a lot like what Lyons describes in his book.

Cost 8

Cost Marketing Content Media 8