You Can't Outsource Obsession

  • November 02 2011
  • Resource: Loyalty Today

To succeed today, with a mobile app or otherwise, you've got to be obsessed with what your customers go through. Call it the user experience, the customer experience, the ideation-info-architectural-construct, whatever: it's that delight...Read More

Four ways to approach a blog editorial calendar

  • November 01 2011
  • Resource: Loyalty Today

Most bloggers start thinking about blog editorial calendars from a planning perspective. You want to make sure you have enough content to keep the blog updated somewhat regularly, and you want to make sure you are publishing content that your...Read More

Smart Phone Love: Giving Customers What They Want Before They Know They Want It

  • November 01 2011
  • Resource: Loyalty Today

Even though there are new deals every day, owning a cell phone is not cheap.  For a family of four, it’s not uncommon to spend more on phone and data plans than on water, electricity, and heat combined.  Granted, many households...Read More

Think Like a Rockstar

  • November 01 2011
  • Resource: Loyalty Today

I recently attended the Social Media Integration Conference held at Kennesaw State University, and it was such a treat to hear all the talented professionals share their insights. One of my favorite and most applicable seminars was Mack Collier...Read More

Why B2B Customer Satisfaction Doesn't Create Loyalty

  • November 01 2011
  • Resource: Loyalty Today

It would be great if customer loyalty professionally was similar to the loyalty we find in our personal life between your dog and your family?  We all know that achieving customer loyalty professionally takes work.   As a matter...Read More

Three Ways to Measure Loyalty

  • October 31 2011
  • Resource: Loyalty Today

In my post yesterday about Southwest Airlines, I made a fleeting reference to the American Customer Satisfaction Index (ACSI).  Customer Sat has been a core measurement tool used by companies across the Fortune 500 as an indicator of...Read More

Social Media Means Transparency into Corporate Social Responsibility

  • October 31 2011
  • Resource: Loyalty Today

We tend to, collectively, think of social media as either “personal,” ”political,” or “commercial.” “Personal” is connecting with old friends from high school, or sharing your love of...Read More

Four Seasons Founder Isadore Sharp on Culture

  • October 31 2011
  • Resource: Loyalty Today

Over the years, we've initiated many new ideas that have been copied and are now the norm in the industry. But the one idea that our customers value the most cannot be copied: the consistent quality of our exceptional service. That service...Read More

With 7 Billion People, Facts Are No Longer Optional

  • October 31 2011
  • Resource: Loyalty Today

Making data and analysis tools available to all takes the rhetoric out of decision making. Almost half of the population of Pakistan is under the age of 19. Think about that for a moment; what would life be like here, if half the people in this...Read More

Southwest Rapid Rewards A No-Fly Zone

  • October 31 2011
  • Resource: Loyalty Today

Southwest Airlines has made its reputation on being different than the legacy carriers, even some of its low-cost competition. Not only do they have generally happy flight crew who turn the pre-flight safety announcements into mini-skits, but...Read More

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