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Firing customers – Are we looking at this right?

May 14, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke

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Customer Retention – Let’s start at the very beginning

May 31, 2015

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn of the millennium. This is not to say that many of the various aspects of business associated with customer experience, such as loyalty and retention, were not already being practiced. These disciplines were, and in most cases still are, considered to be the remit of marketing

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Inertia should never been mistaken for loyalty

February 12, 2014

It is fantastic when an organisation has been doing business with a particular customer for a significant period of time.

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Wowing customers – really?

October 30, 2012

In the customer experience world, there are varying options about the principle of ‘wowing’ customers.

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