Articles filed underCustomer satisfaction
Temu: word-of-mouth marketing
By Pierre-Nicolas Schwab •
In this article, I offer an analysis of Temu's success. Based on statistics, I show that Temu saves millions of euros thanks to a simple marketing strategy.
American Airlines got rid of its most loyal customer
The story of Steven Rothstein, American Airlines' most loyal and hated customer, is a textbook case. In the article below, I analyze the reasons behind a financial disaster that cost the airline $23m. It's also a plea to use the right metrics to measure customer loyalty.
Most CRM strategies are obsolete. Yours too?
The functionality of CRM software determines CRM strategies. In this article, I explain why many companies are following strategies that have become obsolete.
Measuring customer satisfaction: SMEs are lagging
By Pierre-Nicolas Schwab •
Research shows that SMEs measure satisfaction less frequently than larger companies. In this article, we provide a clear explanation based on published research.
An interactive window that surfs on recovery
By Pierre-Nicolas Schwab •
The store window is an essential component of any successful store. Yet, they are rarely designed to be interactive. The Jamini store in Paris is. And it is even more successful for being part of a neighborhood initiative.
Net Promoter Score (NPS): a reliable measure of customer satisfaction?
By Pierre-Nicolas Schwab •
The Net Promoter Score (NPS) is universally used to measure customer satisfaction. However, it was created for another purpose. Find out in this article whether the NPS is dependable and its limitations.
Customer satisfaction: top managers should talk to their customers
By Pierre-Nicolas Schwab •
Top management is often detached from customer reality. Jeff Bezos (Amazon) and Ryanair have implemented organizational solutions to put customer satisfaction at the center of their concerns.
