June 4, 2014

Are you earning customer loyalty, or are you buying it?

#98198996 / gettyimages.com   We can all agree that having loyal customers is fundamental to the long-term success of a business. However, there have been numerous […]
October 17, 2012

Improve customer loyalty by ditching surveys and solving problems, including the silent ones

I was going through some old bookmarked and saved articles whilst thinking about what to write today and came across: The Customer Aggravation Index: Predicting Customer […]
May 21, 2012

Personal engagement develops loyalty and trust.

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

Connecting the dots of word of mouth, customer loyalty and customer service

A recent piece of research from Clickfox got me to thinking about word of mouth, customer loyalty and customer service and if we should be thinking […]