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How does a company generate revenue?
All Marketers Are Liars (Photo credit: Wikipedia) To you and me that may seem a rather simplistic question. But, in my experience, when I have asked a variety of organisations this questions I can...
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Let’s not make this too difficult and complex
Customer Focus: United Airlines Gets It Wrong (Photo credit: ATIS547) We will keep this simple. Avoid the temptation to make this difficult. Delivering and meeting customer needs is what organizations...
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Customer Centricity is about achieving better business results
As a business do you think it makes sense to try to delight your customers, to seek to build lasting, mutually beneficial, profitable relationships with them. Or do you think it makes better business...
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Loyalty, satisfaction or something else?
English: A schematic illustrating the evolving relationship between the firm and its customers via the marketing orientation, which includes the introduction of a new marketing concept, customer...
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Article 1
So what is Customer Loyalty? More revenue per customer and lower cost to serve are two sides of the same coin. The benefits of a loyalty based approach is that it can achieve both of these goals. But,...
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Account Management may not be Customer Centric
Not all Account Plans are equal. Account Management seems to be one of the tactics being frequently deployed in a way to better understand customers and to deliver improved sales back to the...
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Can you have too many loyal customers?
What is the right balance between attracting new customers and keeping existing ones and developing a loyal customer base? I don’t believe there is a simple answer, but as a starting point it is...
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Reasons why customer centricity initiatives fail
For all the talk and the hype around customer centricity, it continues to be an elusive reality for most organizations. The reasons for the inability to execute on such a simple concept are numerous as...
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Spain is different – it has a long way to go to build trust with customers
At least when it comes to buying a new car! If you’ve lived in Spain for even a short time you would have certainly heard that refrain before. Spain is different. In most cases it is just rhetoric, as...
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