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In this week’s article I wanted to discuss success and why it is critical to spend as much time understanding why an intended outcome was successful as we tend to do when something fails. As I mentioned in a previous article One Man Three Lifetimes one of the things we do in our research is…
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Christmas trading and upcoming holidays are for many businesses one of the most important revenue times. How do you maximise this opportunity not just for the immediate opportunity but for the long-term. Below are some key facts from research of 1000’s of customers: If customers get a 10 out of10 experience, then a massive 91% said…
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A lot of companies look at their customer service as an opportunity to improve their business, which is a valid thing to do. But most do not stop to consider, what distinguishes customer loyalty and what distinguishes customer service. Many have the two collapsed. The difference between customer satisfaction surveys and customer loyalty surveys is…
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This week dominating our Media here in Australia is Qantas CEO Alan Joyce’s apology. Not only does he apologise for delays, cancellations, and lost bags but the company, which has suffered severe reputational blows in the past year, offered a series of benefits for members of its Frequent Flyers Loyalty Program as a way of…
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Most business owners start up their businesses really well. They have done their homework; they understand that it’s the planning that is equally if not more important than their actual service. They have implemented the 85% of any outcome is achieved in the first 15% rule. They have spent time selecting their products and services and are…
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Recently, I was back in the US presenting the results of their customer loyalty research to senior management and their teams. These guys are absolutely committed to driving revenue through customer loyalty research. They are now achieving an amazing +77 NPS (Net Promoter Score). The main focus when visiting and working with this company is…
