From the category archives:

Customer Loyalty

Monday Kickstart: Customer Loyalty Statistics

customer loyalty statistics

One of the most interesting customer loyalty statistics I found while researching this month was from Frederick F. Reichheld’s book, The Loyalty Effect (that’s not an affiliate link). The stat says that 80% of customers who switched sources did so after stating that they were satisfied/very satisfied with their previous supplier. If this doesn’t make […]






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Monday Kickstart: Customer Loyalty

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This short video sure packs a lot of practical applications into a small package. Another kickstart heavy on practicality and light on inspiration. Brian Stancampiano, Fred Reichheld & Don Peppers talk about customer loyalty and communications. Chewing on one or two of the applications below should make the time investment worthwhile to your business. Apply […]






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What is Customer Loyalty? Part 2

customer loyalty

In Part 1, I discussed what customer loyalty is not. It isn’t repeated purchases, participation in a rewards program, nor customer satisfaction. But, that leaves us with the nagging question, “What is customer loyalty?” The dictionary definitions of “loyalty” and “loyal” all refer back to the word “faithful” and faithful is defined as “steady in […]






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Monday Kickstart: Benefits of Building Customer Loyalty

customer loyalty

This video kickstart is less inspiration that practical. This is nuts and bolts thinking about the benefits of building customer loyalty. While it’s not comprehensive, she makes a few points worth thinking about. Note…the link she mentions is dead and I can’t find a replacement on their site, but the applications below have little to […]






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What is Customer Loyalty? Part 1

customer loyalty

What is customer loyalty? A more difficult question than you might think actually. It’s a slippery subject. Hard to get your arms around. In the Monday’s kickstart post, Conley talks about intangibles. Loyalty is a difficult subject, because it’s intangible we try to measure and that’s inherently difficult. This month’s series will offer a few […]






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Monday Kickstart: Measuring What Makes Life Worthwhile

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“Chip Conley is that rare breed of CEO who possesses both a brilliant business mind and a very big heart. He’s a true role model for anyone who wants to lead.” — Gavin Newsom, Mayor of San Francisco Chip Conley, discusses an interesting mix of two parts of our lives that we tend to keep […]






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