Category: Loyalty models
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To deepen loyalty, turn your customers into members
A membership program helps your customers become brand ambassadors, proud to share their insider status with the larger community. If customers can learn from one another, they can build something together. Being a member is much more satisfying than being a customer. The Sociology of Business: From Loyalty to Membership, 2020-Feb-11, by Ana Andjelic In…
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Tenant loyalty and experience apps are good news
Office real estate is roiling, and keeping office workers happy and excited about their work place is becoming increasingly important. Good news for companies that benefit from creative energy at the workplace. NY Times: Seeking an Edge, U.S. Landlords Turn to Tenant Experience Apps, 2019-Feb-8 by Reuters The software can create a brand for property…
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How do you evaluate employee loyalty?
We have to look at the well-being of our employees. Are they energized by being at work? Do they speak honestly and thoughtfully? Are they supporting each other as well as the company and its leaders? Retired Marine Colonel Steve Corcoran, now at Telos, uses this question: "What time do you go to work in…
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Prime issues with Amazon
Amazon Prime is one of the most popular loyalty programs in the country, and Amazon customers enjoy very high satisfaction levels. However, it seems that people are sorting themselves out into pro- and against-Amazon, as they are in so many other areas. (The 'against' group is definitely the minority.) Amazon prides itself in operating on…
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Managing through role models at Starbucks
The right culture is driven by the company's strategy and is communicated by role models. HBR Blog: How Starbucks's Culture Brings Its Strategy to Life, 2016-Dec-30 by Paul Leinwand and Varya Davidson You should identify a few positive attributes within your culture that are connected directly to your identity and the specific capabilities that are…
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At SunGard, CX leadership is about modeling and reinforcing customer focus everywhere
As CX leader Milista Anderson sees it, having a Customer Experience department is a disadvantage. Unless everyone in the company understands they are responsible for the customer experience, the customer's experience is in jeopardy. Loyalty360: SunGard Encourages Adaptability, 2015-Nov-20 by Steve Taggart Anderson explained that assuming a dedicated CX role means taking on three personas:…
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Gamestop follows its customers, not the critics
GameStop is always getting grief from market analysts who say they will fail as did Radio Shack with their mall stores and their focus on selling games in boxes. But the 32 million people participating in "PowerUp Rewards" provide GameStop with up-to-the-minute data about customers. Over the last year, GameStop has followed these customers into mobile: VentureBeat: CMO Roundtable: Turning…
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Loyalty to suppliers and supporters: Ina Garten
Otherwise known as the Barefoot Contessa, Ina Garten has built a sustainable empire from a food shop to media brand. Strategically, she knows exactly where she wants her business centered: writing cookbooks. She builds a broad variety of relationships, and not everyone survives, but she clearly makes it a goal to find a partner around…
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