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October 2007 Newsletter |
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eZines: August 2007 > October 2007 > November 2007 Well, the ‘experience’ of the Rugby World Cup has been far from pleasant if you are a New Zealander or an Australian! Being a South African who converted to being an All Black supporter I can at least celebrate the victory of the Springboks over England! This month's edition includes:
Kind regards Neil Stewart Managing Director CEO Survey says: Customers Count - By Martha Rogers, Ph.D.In our small way we have been talking about this for years and it is great to see that this is really starting to gain more momentum in company boardrooms. After years spent dealing with issues revolving around governance and regulatory changes, CEOs at public companies are focusing more on a long-overlooked aspect of their business: customers - Customers Count... How to drive loyalty through fantastic Customer Experiences - By Huw WatkinsWhat do Travelodge, First Direct, Addison Lee and the John Lewis Partnership have in common? Loyal customers? Strong brands? Empowered staff? Whichever answer you favour, all are succeeding in the face of severe competition in sectors where costs have been cut to the bone. All manage to deliver fantastic Customer Experiences that differentiate them, drive revenue and profit, and engender loyalty, fulfilling the old adage that successful marketing is ‘selling products that don’t come back to customers who do’- How to drive loyalty through fantastic Customer Experiences... The Customers Benchmark - By Jennifer Kirkby of Mutual MarketingJennifer talks about what it is that customers value most, what the requirements benchmark is against which customers measure you. There are seven factors of customer value involving both the rational and emotional aspects of purchasing - The Customers Benchmark... The Last WordGet someone else to blow your horn and the sound will carry twice as far. – Will Rogers. |
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