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

Strategy Driven

JUNE 9, 2014

Don’t forget their managers who force them to use an uncomfortable ‘system,’ a non-sales helpful CRM, and hold their salespeople accountable for their actions and numbers. Teach customer loyalty, not customer satisfaction. Dead and over. The NEW big picture of selling is quite simple. Gitomer and Buy Gitomer.

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Strategy Driven

OCTOBER 8, 2012

I visit prospective customers almost daily, mostly insurance agents and property managers, and provide value. Roxanne, Bring a current customers that has just had a major cleanup. Jeffrey, My company helps small B2B businesses plan a video strategy and develop web series and webinars to tighten their bond with their customers.

Video 50

Video Objective Loyalty B2B 50

Harvard Business Review

OCTOBER 7, 2014

The transmission of customer knowledge through multiple layers often causes distortion and risks the addition of personal agendas, or ”managing upward,” with people telling the CEO what they think he wants to hear. We turned to our frontline managers who knew the customer intimately and asked for their help and advice.

CEO 9

CEO Strategy Pharmaceuticals B2B 9

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. The company's managers felt helpless and frustrated.

Incentives 10

Incentives Sample Customer Loyalty Metrics 10