[Case Study]: The Qantas Grounding: A Strategic Customer Experience Initiative
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience
You may find it hard to believe that there is any way that grounding every plane in the Qantas fleet could improve the customer experience
Today’s post is a little bit different from our normal posts. This Colloquy study: “The 2011 COLLOQUY Cross-Cultural Loyalty Study” caught my eye. It’s a
“If you strip away all the hype around how to ‘do’ relationships, you are left with one simple concept. The real essence of a relationship
We all know what we want from our customer loyalty programs; more, and more profitable, customers. The trouble is that customers are notoriously fickle, changeable,
In this post I summarize into actionable steps parts of the substantial body of work by Peter Fader, Bruce Hardie, et. al. in the analysis
Summarising the steps to calculate customer lifetime value for retail and other non-contract continuous purchase customer bases.
A lot of companies struggle with determining just how to build their organization structure around customer loyalty management. Is there a separate customer loyalty group,
Think quick: to drive customer retention, should you focus on a deeper understanding of your customer segmentation or take action with the data that you
One of the reasons that I like the Transactional Net Promoter Score® approach is that it allows for proactive service recovery. Transactional NPS® focuses on each
Competition is tougher than ever before and many companies are out prospecting like mad for new customers. However, most don’t realise that the fastest, cheapest
The best customer retention initiative to implement for a specific customer often depends on their position in the customer life cycle. What’s more, often the
Refer a friend programs: are they worth it? Yes, as it happens they are and some very recent research gives us the numbers to back it up.
It is logical to think that a person’s social network influences their buying behaviour. If my friend likes Company X, they will probably tell me
When a new business buzz makes headlines, a new buzz of how to’s follows. Customer Experience Management (CEM) is no different. But, to me, Customer
This article in the Australian Financial Review (Kmart reborn in program of change) was a timely follow up to my blog post of a few
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