Just seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreIn this blogpost, we attempt a working definition of what a ‘Random Act of Kindness’ is, and provide some examples and structure for how they can be used effectively.
Read MoreDo traditional loyalty techniques actually create value? In this first of two articles, I’ll challenge whether our expectation of loyal customer behaviour is true in the real world, and suggest some alternative ways to find loyalty in 2015.
Read MoreHere are 5 questions to ask that will help you nail customer loyalty for your organisation - to create your 'customer faithful'.
Read MoreFor a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......
Read MoreExploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.
Read MoreEvidence from both the UK and US shows that large retailers are struggling to achieve their growth forecasts using price promotion as their lone marketing tactic. So what should they do, and who can they learn from?
Read MoreWhat do you do when your tried-and-tested marketing techniques aren't as effective in today's economy? Start by staying positive - here's how some of those negative trends can have silver linings if your mindset allows you to see them..
Read MoreLoyal customers are often seen by marketers as the 'ideal customer segment'. But what's making them loyal? Is it your brand, your customer proposition, or simply the deal? In this article, we suggest a step-by-step process for making sure your customer segmentation is based on more than just low prices and promos.....
Read MoreRick's next speaking engagement will be at the Brand Authority Through Talent event in London later this year. His session will focus on The Place of Customer Experience - how to make customer experience feel real, relevant and empowering for employees, as well as driving customer and brand loyalty.
Read MoreThe true test of a set of company values is not whether they are bland and boring, or snappy and sexy. The test is in whether they are delivered. It’s how the values are put into actions that define the true spirit of a company.
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