by Sam Klaidman | Mar 5, 2018 | Customer Loyalty
Introduction This article describes why and how to implement the peak-end rule to improve the ROI of your customer experience (CX) efforts. Recently, four separate events happened to me, with the result being what I believe is new thinking about how to make a CX...
by Guest Author | Feb 15, 2018 | Customer Loyalty
Ruth Winett wrote this article about listening to your customers. Ruth founded Winett Associates, which provides customized business research and writing services to meet your needs, budget, and schedule. She and I worked closely together for about six years,...
by Sam Klaidman | Jan 1, 2018 | Customer Loyalty
I read a lot about architects. I always thought the phrase “God is in the Details” originated from German-born architect Ludwig Mies van der Rohe. I was surprised to learn it is generally attributed to author Gustave Flaubert. In either case, I didn’t create it; it...
by Guest Author | Aug 30, 2017 | Customer Loyalty
This post was written by my friend Gary David. A brief biography is at the end of the post. It can be difficult to differentiate between customer satisfaction and customer experience. Such a close relationship can exist between the two that it is easy to think of...
by Sam Klaidman | Jun 12, 2017 | Customer Loyalty
The Apostle model demonstrated the relationship between customer satisfaction and customer loyalty. If you are working in a zone of indifference, your customers are vulnerable to new offers to purchase. When designing your services, products, or customer interaction,...
by Sam Klaidman | Jun 11, 2017 | Customer Loyalty
In the next post, I talked about the relationship between customer satisfaction and loyalty and introduced the concept of the zone of indifference. This zone is the broad middle ground between the top and bottom boxes on a customer satisfaction survey. In this post, I...
