Customer Loyalty Part 8: Know Your Customer We spend a good deal of our marketing efforts incenting customers to be loyal to us; to be our brand advocates. But doesn’t loyalty go both ways? Don’t we, in turn, need to demonstrate our commitment to our customers? It’s a two-way street, after all—a dialogue. One way […]
Customer Loyalty Part 5: Mistakes “People who had a bad experience with a brand, but the brand fixed it, are more loyal than customers who never had a problem in the first place.” Leonia Brown, Qualtrics Head Experience Management (XM) Scientist One of our clients challenged us this week to find a way to call […]
I LOVE MAKING MISTAKES. Why? Because, like silly putty, the slinky and post-it notes – all the result of fortuitous mistakes – they offer an opportunity for break-through opportunities. In advertising, when we make a mistake for all the world to see, it’s embarrassing and makes us take a hard look at our proofing process. […]
