customer experience articles » Customer Loyalty

JetBlue Customers Stand By Their Carrier

Customer Passion LLC — Thu, 12 Apr 2007 13:07:17 +0000

Not only did the airline move quickly to apologize, accept full responsibility, and proactively introduce a passenger’s bill of rights (all effectively communicated by e-mail from CEO David Neeleman) but they actually had someone call to apologize. The caller was not some outsourced telemarketer working from a script. Instead, she actually asked for what went [...]

Being Spaces to Improve the Customer Experience

Customer Passion LLC — Thu, 06 Apr 2006 20:50:53 +0000

Offering consumers a BRAND SPACE experience that is not only surprising, empathic, and/or lets them try out things, but empowers them as well, is truly the New Marketer’s Holy Grail. How to do this? Well, for example, how about making sure your customers leave your BRAND SPACE a bit smarter than when they entered.

Filed under Improving Customer Experience and Building Customer Loyalty.

Marketing Effectively With Fewer Resources

Customer Passion LLC — Thu, 30 Mar 2006 17:02:59 +0000

E-mail is a powerful way to help small and medium businesses build customer relationships and increase repeat business. It is a quick, personal way to communicate with your customers and keep your business in customers’ minds. Unlike traditional direct marketing campaigns — which can take months to develop and execute — e-mail campaigns can be built in a few days or less, cost less than direct mail (think printing and postage costs), and have greater response rates than direct mail.

Filed under Building Customer Loyalty and Customer Retention Techniques.

Building Better Bonds with Customers

Customer Passion LLC — Thu, 02 Feb 2006 22:23:11 +0000

The concept behind CEM is to monitor customer touch points and interactions to build customer loyalty and improve customer retention. It also ensures that customer service representatives are consistent in what they tell the customer. “One of the differences between a CRM and CEM approach (is) you’re not taking a once-a-year snapshot of what you think your clients are thinking. You’re actually letting your customers drive that and it’s very specific to a particular experience.” Filed under Improving Customer Experience, Building Customer Loyalty, and Customer Retention Techniques.

Net Promoter Score: Would You Recommend Us?

Customer Passion LLC — Fri, 27 Jan 2006 15:44:02 +0000

BearingPoint Inc. is considering tying bonuses to the scores after it found that clients that give high net promoter scores also show the highest revenue growth. The approach is gathering steam at a time when CEOs are increasingly focused on getting closer to customers. It also plays into the executive lament that loyalty management programs, which track customer retention, are among the most ineffective tactics in their toolbox. Pair that with mounting recognition of the power of word of mouth and social networks, and it’s easy to see why buzz is building. Filed under Customer Feedback System, Building Customer Loyalty, Improving Customer Satisfaction, and Word of Mouth Marketing.

Customer Loyalty by Dialogue Marketing

Customer Passion LLC — Mon, 16 Jan 2006 16:39:56 +0000

When Customers Want to Hear From You. Just like hitting a baseball, timing is everything when talking to your customer. If you don’t provide the right message using the right delivery vehicle at the right time, chances are your customer is going to ignore your hard-crafted pitch. In an article in the November issue of Harvard Business Review, authors Kirthi Kalyanam and Monte Zweben envision a computer-based model called “dialogue marketing” that interactively tracks and communicates with customers at the exact moments the customer deals with the company. Filed under Building Customer Loyalty.

Branded communities offer new way to sell products

Customer Passion LLC — Thu, 29 Dec 2005 18:50:38 +0000

BMW and HBO are among those companies creating online “branded communities” to build awareness and loyalty among consumers. “The holy grail of marketing is when you get a community of people interested so that they not only talk about a product or a brand but everything else in their lives,” said Peter Friedman, chief of LiveWorld. New York Post (12/29). Filed under Building Customer Loyalty and Word of Mouth Marketing.

Smells Like Brand Spirit

Customer Passion LLC — Fri, 21 Oct 2005 12:00:00 +0000

The idea of using a signature scent as a brand identifier has been slower to catch on outside the fashion industry (where certain retailers have long used fragrance as part of the sensory environment in their stores). But as it becomes ever more difficult to gain consumers' attention in an increasingly cluttered environment, more and more companies are looking to fragrance to help distinguish their brands from the competition.

Employee Innovator: USAA

Customer Passion LLC — Wed, 28 Sep 2005 12:04:30 +0000

Happy employees mean happy customers - a lesson learned from USAA’s generous perks and receptive atmosphere. USAA’s 13,000 customer service agents give new meaning to the phrase “frontline employees.” “[We have] a dedication to keeping the decision making at the lowest level of the company,” says David Travers of USAA’s approach to answering customer calls.Employees aren’t scripted, and the calls aren’t timed.

High-tech Achiever: Netflix

Customer Passion LLC — Tue, 27 Sep 2005 16:56:48 +0000

The starring role in Netflix’s customer experience strategy goes to its top-secret, highly customized technology, which offers its more than 3 million customers their own personal box office. We peek behind the scenes at our Oscar-worthy Customers First Award winner.