Tag Archives: customer loyalty

Are Customer Loyalty cards history?

By Colin Shaw | Published: February 16, 2010
The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty. The opt-in nature of social media, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow the traditional CRM method of customer loyalty. On a great post over at [...]
Posted in Customer Analysis, Customer Behaviour, Market Research, Social Media, Thought Leadership | Also tagged , , , , | 5 Comments

Living social media

By Colin Shaw | Published: January 5, 2010
Social media is becoming critical in building a great Customer experience and generating  Customer loyalty. Who owns social media in your company? Who has the ability to own it? David Armano Logic and Emotion one of my favourite bloggers gives his view in an HBR articles, ‘Do you live social’. He talks about what is need [...]
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Are your people Passive Aggressive?. How are they affecting the Customer Experience?.

By Colin Shaw | Published: December 28, 2009
Earl Sassers great book The Service Profit chain showed us that ‘happy people (employees) give you happy Customers’. In other words in order to create a great Customer Experience focus on your people first. In so doing you will impact Customer Loyalty and improve Customer retention. Your people are key conduit to these aims. This [...]
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