Monthly Archives: October 2010

Consumer Insights on Channel Loyalty

When I mention consumer insights to someone, especially outside of marketing, they tend to think about end users of consumer packaged goods (CPG). However, consumer insights applies to employees and the sales channel as well. I had the opportunity to … Continue reading

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Consumer Insight on Loyalty in a Down Economy

In a recent report from Aberdeen Group on “Best-in-Class Loyalty Processes Yield Optimal Performance Results,” the firm notes that in a struggling economy, consumers are seeking a personal touch from retailers. The ability to use customer data and analytics, and … Continue reading

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Consumer Insights on Customer Loyalty

I just read a white paper from Aberdeen Group on “Best-in-Class Marketers Drive Enhanced Customer Loyalty” (http://bit.ly/bQwDVn) that is full of statistics about how top-performing organizations demonstrate a significant emphasis on building comprehensive knowledge of their customers and prospects and … Continue reading

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Consumer Insights on Bank Fees

I’ve been a Wachovia customer since 1985. In its prime, Wachovia was a well run financial institution with a CEO, John Medlin, who didn’t believe in lending money to people who couldn’t pay it back and would not allow bad … Continue reading

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Consumer Insights on Public Relations

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I wanted to share them with you over my last few posts. By all means, buy the book. It’s … Continue reading

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Consumer Insights on Taking Risks

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Consumer Insights on Zappos’ Core Values

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Consumer Insights on Company Culture

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Top Ten Ways to Instill Customer Service into Your Company

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Consumer Insights on Call Centers

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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