Posts Tagged ‘customer loyalty’

Here’s an example of why Zappos is the shoe-in…sorry, shoo-in…for the world’s best online retailer. When I recently purchased a pair of shoes from Zappos, I received an email informing me that they had decided to upgrade me to overnight shipping, free of charge. That was a moment

On your birthday you may receive a number of congratulatory cards and emails from family, friends, and … the lizard from Geico. Some companies view birthdays as marketing opportunities. Done right, these can prove to be a great customer experience. But, as I discovered on my recent birthday, execution is everything. Good Experiences I’ll never complain when a business sends me something for free or a discount to

Here’s a great new book on how to create a business that drives customer loyalty: “I Love You More Than my Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Time and Bad” by Jeanne Bliss. In fact, I love the book more than my cat. Ok, not really – nothing can top that kind of love (for

I was reading 1to1 Magazine, one of my favorite customer relationships magazines, and came across an excellent article about loyalty programs. Personally, when I hear the term “loyalty programs,” I think of gimmicks that aren’t often as valuable to the customer as they are to the company (because they learn about your spending habits and offer little in return for example).

I recently found this interesting ranking of top brands by industry. The brands are listed/ranked by loyalty measures. And I think you'll enjoy seeing who is top and who is not. According to those providing the survey results, "The brand whose set of category drivers comes closest to meeting or exceeding those of the ideal is the one whose customers will demonstrate

Note this important research mentioned in an article by Don Peppers, CRM guru, from a retail customer survey... "According to Retail Demand and Insights from Adjoined Research, which interviewed 60,000 shoppers during the second half of 2005, 68 percent of all shoppers now move interchangeably between physical stores, online stores, and catalogs. Consumers see a retailer as a single, seamless entity -- whether they