Articles filed underSatisfaction client
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.
SaaS: 5 tips for raising prices without losing customers
In this article, I share an anecdote about customer dissatisfaction with SaaS price increases. I will explain how to measure price thresholds and offer 5 tips for increasing your prices without losing customers.
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?
By Pierre-Nicolas Schwab •
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.
The downside of participative marketing
By Pierre-Nicolas Schwab •
Co-creation can be an interesting marketing approach for strengthening ties with customers. However, it is important to consider the possible negative effects of such a project. The example analyzed in this article demonstrates this.
Net Promoter Score (NPS): a reliable measure of customer satisfaction?
Customer satisfaction: top managers should talk to their customers
Customer satisfaction: priority to reducing waiting times
Customer satisfaction: issues and challenges in the post-covid era
Customer satisfaction: the beginning of a radical change for Ryanair?
