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...
by Sam Klaidman | Mar 6, 2017 | Customer Loyalty
Introduction to loyalty metrics The Temkin Group is all about loyalty and loves to publish insightful information that is very important and easy to get your head around. They derive this information from what appears to be an endless stream of consumer surveys, and...
by Sam Klaidman | Oct 31, 2016 | Customer Value Creation
Introduction Why would I ask such a silly question? Well, there is so much written about differentiating your products and services that it is not entirely unreasonable to think that some people will even wonder if a commodity can create customer value. Let me use a...
by Sam Klaidman | Feb 22, 2016 | Growth
When I was a kid growing up in Brooklyn, my mother always told me, “actions speak louder than words.” I would say, “OK,” and then forget about it until she next mentioned it. One day a kid in my class picked a fight with me, and I overpowered...
