The heart of customer experience management

The heart of customer experience management

Let’s do a test. How many recent Nobel Prize winners could you name? How many of the five richest people? How many “I’m a Celebrity, get me out of here” winners? Remember the number. Now think about how many teachers you can remember who helped you? How many friends...
The Customer loyalty RAP

The Customer loyalty RAP

When a customer relationship works for both, then loyalty should be the reward. Loyalty is actually the aim of customer policy. But this isn’t the end of the story. Loyalty has many sides, each of which has a different financial significance. Robustness – how much...
Personalization

Personalization

In the travel industry they discuss how to best personalize the offerings of tour operators. I am not convinced that focusing on this particular area is the right thing to do. Some time ago I had dealings with the marketing head of a cable provider and was very...