True customer loyalty, what is it, and does it really exist?
One of my main areas of research and my passion is customer loyalty. After spending 5 years and...
The 12-steps to creating a great CEM programme
Customer Experience Management seems to be on everyone’s mind these days. One of the questions that I’ve gotten...
A preemptive strike on change management
Change management is one of the hottest topics within the management domain. Change impacts all companies, all the...
How to get your customers to Love your brand
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’ customers often defect...
How to get customers emotionally attached to your brand
In my previous blog I discussed true customer loyalty. In this blog I will discuss what are the differences...
Customer satisfaction doesn’t cut it anymore
There is much talk about satisfying customers. In fact nearly any marketing text you pick up, blog you...
Why loyalty is tricky for the finance sector
I did some work for an organisation that was working in the financial sector, seeking advise on developing...