by Annette Franz | Jun 29, 2017 | customer experience, customer loyalty, leadership, loyalty
Image courtesy of PixabayWe have all the customers we could ever want…… said no business ever!Oh wait. Except for Sears.Wow! What would ever possess a CEO to say that?It’s what Ed Lampert, CEO of Sears Holdings, told investors as he was trying to...
by Annette Franz | Jan 19, 2016 | acquisition, customer experience, customer loyalty, customer retention, loyalty
Image courtesy of PixabayThe old acquisition vs. retention challenge is alive and well!The perils of focusing on customer acquisition and sales over the customer experience and retention can be summed up nicely with this: “As fast as you’re bringing...
by Annette Franz | Dec 24, 2015 | customer experience, customer loyalty
Image courtesy of PixabayDo you know what customer loyalty is?When people at your company think about “customer loyalty,” are they thinking about your customers’ likelihood to recommend? likelihood to repurchase? likelihood to purchase additional...
by Annette Franz | Apr 9, 2015 | acquisition, customer experience, customer loyalty, customer retention, raving fans
Image courtesy of PixabayAre your customers raving fans or fairweather fans?Given that it’s the start of the baseball season, it was timely (albeit, intentionally so) that I received details about Brand Keys’ 23rd annual Sports Fan Loyalty survey results a...
by Annette Franz | Dec 16, 2014 | customer experience, customer loyalty, customer retention
Image courtesy of PixabayI originally wrote today’s post for InsideCXM. It appeared on the site on September 15, 2014. Want to know the secret to customer retention? I’ll tell you, but first a story. I grew up on a farm in Ohio and, as a young girl,...
by Annette Franz | Jul 29, 2014 | customer experience, customer experience journey, customer loyalty
Image courtesy of PixabayBusinesses are – knowingly or unknowingly – sabotaging their customer relationships. Customers don’t want to put up with it anymore – and they make sure their friends hear about it.After the popular post I wrote titled...
