http://www.loyalty-cdci.com/blogs/customer_loyalty/ 2006-11-27T13:11:51-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/11/sears_lies_and.html This weekend I got into the holiday spirit and bought an air hockey table at Sears. When I went to pick up the table a day later, I was very impressed with the customer pick up area. The electronic scanner... Greg Robinson 2006-11-27T13:11:51-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/10/all_things_are.html Measure the things that matter to customers and impact their future buying behavior. Greg Robinson 2006-10-23T12:52:39-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/08/frequent_shoppe.html Frequent shopper cards do not build customer loyalty. Greg Robinson 2006-08-02T13:41:06-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/06/a_little_custom.html Transfer customer information to ensure seamless handoffs with customers when changing reps. Greg Robinson 2006-06-20T11:32:10-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/05/good_service_is.html Quality of service impacts perception of quality of medical care Greg Robinson 2006-05-02T10:59:34-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/03/aservice_with_a.html Value of loyal customer and the impact of management changes on customer retention. Greg Robinson 2006-03-20T15:10:32-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2006/01/aligning_intern.html Creating internal policies that also meet customer needs. Greg Robinson 2006-01-31T13:15:03-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/12/whose_brand_is.html Brand damage can be caused by the actions of your suppliers and partners. Greg Robinson 2005-12-15T18:24:41-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/11/brand_mismatche.html Selection of business parnters can negatively impact your brand image. Greg Robinson 2005-11-16T10:21:09-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/10/personalized_cu_1.html Personalized customer service is being compromised by the increasing use of self-service technology platforms that reduce human contact between customer and companies. Greg Robinson 2005-10-19T14:58:36-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/08/excellent_servi.html You never get a second chance to make a first impression. This old adage is particularly true when starting a new relationship with a customer. What happens in the early stages of the sales process sets the tone for the rest of the relationship and the degree of trust that exists between the selling organization and the customer. How salespeople behave from the first contact with a customer through signing a contract creates a set of expectations for the entire organization to live up to or recover from. Greg Robinson 2005-08-25T11:48:56-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/07/a_day_of_unexpe.html My wife and I celebrated our 10th anniversary over Memorial Day and decided to escape from our three kids for a day. Wanting to surprise my wife with a small reward for putting up with me for the last 10 years, I booked a deluxe, lakefront room at The Ritz-Carlton (at $400 a night!) because of its international reputation for exceptional service. Turns out I got a bargain and a number of great lessons on how to integrate company mission, business processes and people to create a consistently excellent customer experience. Greg Robinson 2005-07-19T11:16:25-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/06/the_mystery_of.html Mystery shopping provides a real cost saving opportunity for most organizations. Simply put, most organizations would be better off not spending any money on mystery shopping because the data they collect is of limited use and can be misleading. Too often, mystery shoppers are easy to identify, are not representative of your customers, and conduct so few shops that the data received from mystery shopping doesn’t allow for detailed trend analysis. Greg Robinson 2005-06-21T11:13:53-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/05/the_cost_of_bei.html Short term cost savings may cost companies more money in the long run due to market damage associated with misleading sales practices and poor service recovery efforts. Greg Robinson 2005-05-09T11:01:31-05:00 http://www.loyalty-cdci.com/blogs/customer_loyalty/archives/2005/04/the_wyndham_cus_2.html Speed and timing are critical to effective service recovery efforts. The inconvenience and cost to the customer needs to be considered when determining recovery options. Greg Robinson 2005-04-28T14:16:18-05:00