June 6, 2012

Create an enjoyable customer experience and get a Net Promoter Score of 70%

This is the seventh of a series of interviews with CEOs that were included in a book I wrote in late 2010 called RARE Business. It […]
January 14, 2012

Customer loyalty schemes don’t create loyalty

Just before Christmas I saw an article on the Econsultancy blog: Loyalty schemes don’t create loyal consumers, says Ipsos MORI. The post was based on research […]