Articles filed underCustomer loyalty
« Clic and walk » reinvents the customer satisfaction survey
By Pierre-Nicolas Schwab •
The social media rise has launched a new era in customer satisfaction measurement; twitter, Facebook and the like have allowed marketers to collect more primary data to evaluate whether clients were satisfied or not. Yet the multiplicity of sources makes…
Ryanair’s CEO better at provocation than Abercrombie&Fitch’s CEO
Mike Jeffries, Abercrombie&Fitch CEO, was under fire this summer about his declarations on excluding people from his targeted clientele. Back in 2006 he declared : "We go after the cool kids. We go after the attractive, all-American kid with a…
How a postcard can create high customer satisfaction
Here's one example of how a company can increase its customers’ satisfaction and loyalty by paying attention to details. This example is inspired by Werner Bruyns, the CEO of Coolblue whom I met at a bpost event earlier this year.…
Some innovating ideas around customer satisfaction and loyalty
By Pierre-Nicolas Schwab •
I recently attended an internal BPost event where externals speakers went to give a speech and inspire the audience. This event had been organized at the initiative of BPost COO Peter Somers and it was a great opportunity to better…
How to use customers’ habits to increase customer loyalty
By Pierre-Nicolas Schwab •
Customer satisfaction is now subject to controversy as far as its effect on customer loyalty is concerned. As we recalled in a presentation on loyalty strategies, customer satisfaction accounts for a maximum of 10% in customer retention. What this means…
Loyalty and customer satisfaction in online commerce
By Pierre-Nicolas Schwab •
A study by Taiwanese researchers recently caught my attention. It is studying the link between the online interface (that is, the website) and customer loyalty. Researchers have pointed out that while the satisfaction factor is considered one of the most…
