Author Archives: rhoward
Time to Rethink Customer Loyalty
Most businesses understand the tremendous value associated with highly loyal customers. That is why businesses of every size and shape have implemented loyalty programs to keep their best customers coming back again and again. Unfortunately, this traditional loyalty model has … Continue reading
The Right Way to Measure Your Customer Experience
Attempting to measure the customer experience with a single metric such as customer satisfaction or customer advocacy is overly simplistic and risky. Instead, companies should dig deeper and establish a portfolio of measures that can determine how each touch point … Continue reading
A Tale of Two Projects
A business tale of what it takes to turn around troubled projects. The year is 2005 and times are good. The business environment is vibrant and the economy is strong. Large businesses are committing large amounts of capital and resources … Continue reading
The Customer Experience Process
Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization. Business leaders that subscribe to the process-centric approach to business improvement understand the importance of having well-defined end-to-end processes. Typical end-to-end … Continue reading
Invasion of the Loyalty Cards
Loyalty cards have invaded and have taken over our lives! It all started innocently enough. It seemed like no big deal when airlines and hotels embraced the ‘frequent’ traveler rewards programs. We consumers embraced the idea of earning rewards for … Continue reading
Improve Maturity with Capabilities
When projects need a strong dose of strategy & direction, leaning solely on requirements just won’t cut it anymore. If you’ve been a part of any business project during your professional career, you’ve seen the basic formula before: Project teams … Continue reading
5 Customer Experience Management Myths
As customer experience management (CEM) continues to gain importance in the minds of today’s CEOs, more and more companies are taking on customer experience management projects to improve customer satisfaction, develop better customer insights, nurture customer loyalty and advocacy, and … Continue reading
If the Economy Sours, What Will Your Customers Do?
Recent news coming from Wall Street won’t exactly fill your stockings with Holiday cheer. In fact, it may make you think about tucking a bit of your discretionary cash under the mattress for the proverbial rainy day. If the economy … Continue reading
Hi, How May I Offend You Today?
As an American consumer, chances are that you have been offended in some way by a company this year. It hasn’t always been that way. Before the current era of mass-everything, there was a real connection between proprietor and customer: … Continue reading
Three Online Trends That Will Impact Your Business
If you’ve listened to your customers – or attended a retail industry conference – over the past five years, then you know that cross-channel retailing continues to be a hot topic. Not only are more and more Americans going online, … Continue reading