Customer behavior is ever changing, but the speed at which it is currently altering has resulted in customer decisions becoming less transparent. Given the current scenario, how does one keep-up with this disruptive trend, re-think the basis of competition, and…
If a service company is perceived as unreliable or unfair, it is sure to lose trust of its customers. Companies, that serve customers who are in a state of stress, are especially vulnerable to losing customers’ trust when they perform poorly. Below…
Customer Loyalty Is Overrated Why do companies routinely succumb to the lure of re-branding? The answer say A.G. Lafley and Roger L. Martin, the authors of “Customer Loyalty Is Overrated,” is rooted in serious misperceptions about the nature of competitive…
The most important elements of Value as per type of business Across all industries, perceived ‘Quality’ has the greatest effect on customer advocacy. Though some of the below listed elements are more important than others and vary by industry;…
Elements of Value: What customers really want? What customers really value in a product or service can be hard to pin down. So how can leadership teams / managers determine the best way to add more value to their company’s…