Strategy Driven

MARCH 18, 2013

I’ll give you phrases to use, and a few sample questions. Your job is to understand the process and create your own questions based on your product, service, customer needs, and customer’s desired outcome. And by using emotion-based questions, you can get them to decide on you. Reprinted with permission from Jeffrey H.

Open-book 52

Open-book Customer Loyalty Seminar Price 52

Harvard Business Review

JULY 11, 2012

But the picture is rather different if you correlate the three measures with customer loyalty. In a recent study, we analyzed 9,732 customer responses related to 102 different service companies in 19 industries. What's the Best Customer Measure? (1). A lot, we believe, has to do with sample bias.

Customer Loyalty 14

Customer Loyalty Loyalty Metrics Comparison 14

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. To test the reliability of your scores, answer the following questions: Is your sample controlled and stable?

Incentives 10

Incentives Sample Customer Loyalty Metrics 10

Harvard Business Review

SEPTEMBER 8, 2011

Problems with sample selection, changes in the mix of customers, differences in response rates, and inadequate sample sizes can lead to scores that fluctuate wildly or are otherwise unreliable. If you don't have a stable, reliable metric before you begin working it into your compensation system, get ready for a real firestorm.

Incentives 14

Incentives Metrics Sample Survey 14

Harvard Business Review

JANUARY 16, 2018

We identified more than 400,000 customer service-related tweets sent to the top five major airlines (American, Delta, JetBlue, Southwest, and United) and top four wireless carriers (AT&T, Sprint, T-Mobile, Verizon) in the U.S. Our sample of tweets was comprehensive, including complaints, questions, and comments.

Wireless 12

Wireless Airlines Brand Loyalty 12

Strategy Driven

JULY 4, 2016

Wanting to see a sample or demo again. Could I see those fabric samples again?” Asking for a test or a sample. Can you send me a sample?” You don’t belong there. Tell me about the warranty again?” When prospects ask to see or hear anything again, that is when you write the order. Can I try this for a few days?” “Can

Sample 52

Sample Price Customer Loyalty Seminar 52

Harvard Business Review

JUNE 19, 2015

With incremental revenue, cost savings, and customer loyalty all up for grabs, a range of players—from consumer product companies to digital and mobile technology firms—are already fiercely staking their claim. In the next decade, these trends will create a veritable gold rush in patient data and consumer options.

Technology 8

Technology Retail Apparel Customer Loyalty 8