January 2012
Traditional loyalty scores, measures and metrics provide a snapshot of what consumers think, but do they predict the core metric that everyone wants...
August 2011
Ipsos Loyalty recently launched Experience Optimizer, a research approach designed to clearly map out and prioritize customer touchpoints that engage...
February 2011
How do you measure and manage loyalty if your organization operates under conditions of being a monopoly? Here are some measures that work.
January 2011
How do you actually go about managing loyalty or more specifically loyalty and attraction? First, you need an understanding of why people are at risk...
December 2010
In designing the appropriate response strategy to build loyalty or attraction, you need to base your decisions on the things that are undermining...
October 2010
If large numbers of managers decided that it is time for a change, the result could be a chain reaction that could bring many organizations to their...
October 2010
Emotional drivers frequently drive brand loyalty. You need to know how consumers connect with your brand. Do they care about your brand or about your...
October 2010
By all accounts, we are successfully climbing out of the Recession. In some sectors, business is already booming – just like it was before the...
September 2010
Brand differentiation and affinity are two emotionally based ingredients vital to building customer loyalty. But while the world of financial...
September 2010
A recent Ipsos Reid Build A Better Workplace poll indicates that almost one third (31%) of people in management positions in Canada are planning to...
July 2010
After all the questions have been answered, all the data analyzed, and the charts and graphs neatly drawn up, there is one final piece – the final...
July 2010
By all accounts, the Recovery is on the way. And now, your management is keen to develop a plan that will help your organization capitalize on the...
June 2010
What you drive. Where you work. Your significant other. The country you call home. There are many bonds of loyalty in our daily lives. But how are...
March 2010
When I’m speaking with clients, there are often many questions related to how best to integrate data into a holistic framework, and how to make sure...
February 2010
Most managers accept the importance of customer loyalty to the long-term success of their businesses. CEOs consistently rank it in their top five...
January 2010
In these tough economic times, we’re seeing many companies revisiting their customer satisfaction and loyalty research programs. And they have three...
September 2009
Loyalty is the right strategy in all aspects of our economic lives: as employees, as customers, as managers, and as business owners. And by right, we...
April 2009
A healthy workplace is vital to your success. And to the economy. According to Statistics Canada, the cost of work time lost related to stress in...
April 2009
With all the recent bad news on the economic front, it’s not surprising that many Canadian employees are feeling nervous about their job’s security....
January 2009
Just about everyone understands that the current global economic crisis is forcing all of us into a period of adjustment and change. Because it...
June 2008
What does it take to turn more of your current customers into your ideal customers? What are the key components that connect loyalty to...
October 2007
Have you ever been out driving and noticed a college or university bumper sticker on the car ahead of you? What is the motivation for placing that...
July 2007
In our May issue, Tim Keiningham, Senior Vice President and Head of Consulting discussed a paper he co-authored with a team of loyalty experts --...
May 2007
Net Promoter is one of the hottest business metrics of the moment. Firms like General Electric, Intuit, and American Express embrace the formula...
March 2007
Corporate communications and advertising contribute to building brands and setting customer expectations of the brand promise. When done well, the...
February 2007
You could be building both—reciprocally. Loyalty guru Tim Keiningham reports on how brand-centric and customer-centric marketers are combining their...
December 2006
One would think that managers entrusted with the financial health of companies would thoroughly scrutinize and question new practices before...
December 2006
One would think that managers entrusted with the financial health of companies would thoroughly scrutinize and question new practices before...
October 2006
Does your business’s form follow function, or function follow form? Loyalty guru Tim Keiningham looks at management teleology and its host of...
October 2006
The human resource department is pleased that their employee satisfaction levels are high. However, the executive board is terribly unsatisfied...
August 2006
In the 1990s, I had the privilege of being involved in the space program. According to U.S. moon program folklore, much of which had to do with the...
July 2006
A complete absence of trust would prevent one even getting up in the morning —Niklas Luhmann
Yes, it's that important. Trust is the foundation of...
December 2005
We all know the classic chicken-and-egg conundrum. Modifying this classic riddle to apply it to corporate performance, we could ask, “Which came...
September 2005
In a 1990 Harvard Business Review article, consultant Frederick Reichheld and Harvard professor W. Earl Sasser, Jr., captured the attention of the...
September 2005
The Business Challenge
Amegalabs, a global leader in medical supplies for physicians, dentists, and veterinarians, was in the process of developing...
June 2005
There’s an old saying: “You can’t manage what you don’t measure.” Logical enough. Unfortunately, a corollary is often assumed: “If we measure, it...
March 2005
Think of each of your customers with a dollar value on their forehead. This will help you serve your customers better. Too often we tend to treat our...
December 2004
The newest acronym to pop up on my radar is CEM (customer experience management). Add it to CSM (customer satisfaction measurement) and CRM (customer...
August 2004
I am fascinated by word of mouth. What I tell my friends about products and services and what I hear back from them is a potent factor in my future...
June 2004
Aftermarketingsm is a philosophy that emphasizes the importance of establishing valued relationships with customers, but it goes beyond simply...
April 2004
The History of Loyalty
Instilling loyalty among their followers has been the goal of armies and societies throughout the history of our...
February 2004
Over the last several years in corporate America, retention-marketing efforts have gained substantial visibility--though not necessarily won...
December 2003
Most managers would agree that they want satisfied customers. The reasoning is simple: satisfied customers are good for business. If that is indeed...
June 2003
If you're managing a brand, a service line, or are responsible for quality management, you know how rewarding it feels to know that your...
