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...
A preemptive strike on change management
Change management is one of the hottest topics within the management domain. Change impacts all...
How to get your customers to Love your brand
Customer loyalty is of extreme importance to any firm. Many firms find that their ‘loyal’...
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...
Customer satisfaction doesn’t cut it anymore
There is much talk about satisfying customers. In fact nearly any marketing text you pick...
Why loyalty is tricky for the finance sector
I did some work for an organisation that was working in the financial sector, seeking...