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Loyalty

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Nov. 24, 2011

Jesse de Agustin and 4 other people answered this question

Does having your CEO engage on Twitter encourage trust/ loyalty with customers and employees?

I think Harrison makes some excellent points - if a company is to "put" a CEO (or a C-level exec) on Twitter, the presence must be authentic, consistent, and maintain a digital footprint that interests their audience and contributes to their organization. I do think ... more

Human Resources

Customer Experience

Employee Engagement

Leadership

4 more topics

Sept. 13, 2011

Wayne Spivak and 3 other people answered this question

When customers tweet is it primarily to call out bad service, or to offer praise?

I tend to Tweet bad service, as I expect good service. Outstanding service should also be noted, but those are few and far between.
In the last several months I have tweeted/blogged about bad customer service from AT&T, E-Bay, my Mini dealer and Chase Bank.
AT&T ... more

Sept. 6, 2011

Kelly Hlavinka published a post

The Great Divide: Rewards Preferences Around the Globe

Aug. 2, 2011

Michael A Brown and 3 other people answered this question

When a prospect has no loyalty to their current supplier, is that a red flag?

Not necessarily. Loyalty … and fickleness too, for that matter … are affected by the importance (or not) of the product or service, the risk or damage that would occur if the vendor or product fails, the behavior of the vendor’s representatives, price/cost, and such. ... more

Aug. 2, 2011

Kelly Hlavinka published a post

New Accounting Standards Will Change Your Loyalty Books for the Better

July 28, 2011

Kelly Hlavinka published a post

Managing Those Pesky ‘Madvocates’ at United Airlines

Customer Service

Airlines

Business

Customer Experience Management

5 more topics

July 5, 2011

Kelly Hlavinka published a post

The Trend that Keeps on Giving

June 27, 2011

William Burns and 1 other person answered this question

Is Facebook biting the hand(s) that feeds it?

Facebook is a prime example of playing the privacy shell game with users. Their model is "opt-out" and not "opt-in" and they more often than not conveniently forget to tell their users that they've been opted-in to a new feature which shares more of their ... more

Information Technology

May 20, 2011

Andrew Rudin and 1 other person answered this question

Has 'keyboard selling' weakened sales effectiveness?

As for most questions in business, "not sure" or "maybe" are the safest and most bland responses.
Two opposite points of view, both of which I fully agree with because I wrote them:
Yes--'keyboard selling' is bad for sales . . . If you haven't been in ... more

May 13, 2011

Kelly Hlavinka published a post

The Loyalty Industry Adds to Japan Relief Efforts

May 7, 2011

Brian MacIver and 3 other people answered this question

Any suggestions on how to deal with client who has a loyalty to your competition?

Overcoming “Loyalty” to a Competitor is difficult and complex. I agree with Christian “knocking” the Competition, however subtly, will be counter-productive.
Customer Loyalty is essentially an emotional aspect; it is seldom listed in their Rational Decision Criteria. Yet, it can be hidden behind the “Do Nothing” ... more

March 2, 2011

Chad Cook and 2 other people answered this question

Does how loyal you are to your employer coincide with your compensation?

I agree with Mark. Compensation is "a" factor not the dominating one when it comes to loyalty.
Loyalty could be defined as retention and compensation has a very low connection to this factor as many people will go where the money is, even for a pittance ... more

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