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Curtis N. Bingham's Page
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Interesting example of Southwest Airlines which has chosen not to get caught up in the product offering sophistication cycle. Some things are best when simplification is the focus! They exemplify successful customer experience innovation by really...
The notion of aligning customer management priorities with evolving customer needs and expectations makes good sense to me. I have a white paper on my page on this site "CRM Prioritization Strategy" that leverages the good work of psychologist Abr...
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loya...
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loya...
Comment Wall (1 comment)
- At 10:08am on February 19, 2009,
Brett LaDove said…
Welcome Curtis...good crossover networking (Twitter to blog to The Customer Care Network). You have quite a bit of flexibility with your page....you can drag things around, upload images, embed presentations, etc. You can check out my page for some suggestions.
Profile Information
- Company
- Predictive Consulting Group, Inc
- Job Title:
- President
- About Your Passion for Customers:
- For more than 15 years I've helped companies dramatically increase customer acquisition, retention, and customer profitability. I'm the author of the forthcoming book published by HRD Press, The Key to Customer Strategy: The Rise of the Chief Customer Officer that describes how a consistent and unified customer strategy can grow revenue, profit, and loyalty. I've uncovered millions of dollars in hidden profits for companies like Intuit, Microsoft, Standard & Poor's, Cardinal Health, and numerous smaller businesses.
I've published the annual Executive-Level Customer Champions report covering companies such as Oracle, Sun, Disney and the Colorado Rockies that includes the roles, responsibilities, and best practices of CCOs around the world to increase customer loyalty and profitability
- Website:
- http://predictiveconsulting.com
Curtis N. Bingham's Blog
5 Steps of the Customer Loyalty Hierarchy
In a recent discussion on LinkedIn, Shaun Mooney said he thought the first step in Customer Loyalty is the product.
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue
I think that the more appropriate statement is that the first step in the “transaction” is the product, and the first step to loyalty is the emotional connection created through the customer experience. Customers have a hierarchy of needs that extends from the core offer (ie. the basic product, or simplest service) to the emotional connection. The Model T was the core offer way ba… Continue
Posted on March 30, 2009 at 9:47am — 2 Comments
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