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Why Your Customer Loyalty Program Isn’t Working

Harvard Business Review

This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing. Unlike Tesco, which pioneered data-driven customer loyalty programs, Walmart has never sought to discriminate between best and typical customers. A profitable repeat customer?

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The Emerging Strategy of Innovative Service

Strategy Driven

The proliferation of self-service (while a blessing when it works) has made customers more frustrated when they feel trapped in a process with no live person to help. And the Internet, with its social media reach, has empowered customers with strong influence over other customers and the reputation of companies.

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Help! My main contact left, and I’m panicked!

Strategy Driven

Who else is influenced by or involved with your product? If all of this seems like hard work, it pales by comparison to the work you’ll have to do if you’re unprepared after the fact. Talk to and meet with the people that USE your product or service. And they tell the real story of quality and service response.

CRM 58
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How Valuable Are Your Customers?

Harvard Business Review

Many companies use a calculation called customer lifetime value (CLV) to determine how much a customer is worth in comparison with others. To use the interactive, adjust the sliders on the left hand side to see how each factor influences the CLV over five years and expected customer contribution margin for each year. .

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Finding the Balance Between Coaching and Managing

Harvard Business Review

Our own empirical evidence echoes myriad studies in finding that effective coaching raises employee commitment and engagement, productivity, retention rates, customer loyalty, and subordinates’ perception of the strength of upper-level leadership. A desire to give advice or to aid in discovery.

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Top Ten Pitfalls to Avoid When Going Social in the Business World.

Strategy Driven

Social media and community collaboration bring many benefits, including brand-building, customer loyalty and retention, cost reductions, improved productivity, and revenue growth. Pitfall #7: Neglecting employees, partners, investors, or customers when building your Social Nation. Ives Sharon Drew Morgen Hank Moore Jamie P.

Media 50
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Healthy Habits Of Successful Leaders – An Expert Roundup

Joseph Lalonde

3) Mental – My role as host of The Ziglar Show requires me to study the messages of today’s top world influencers, and it’s a dramatic gift. That’s difficult of course, and I’m nowhere near perfect, but it’s the cornerstone of influence. Bell, Customer Loyalty Consultant and author at [link].