Effortless Experiences Drive Loyalty
In this article, data is presented that, while not surprising, warrants sincere attention. The article points out three significant factors that are associated with customer loyalty - keeping your promises, responding quickly, and being "easy to do business with". For each factor, there are examples.
Surprise and Delight Tactics Key to Customer Loyalty Programming
This article interestingly draws out a growing problem with "customer loyalty" programs and activities - namely, that companies think it is about the customer being loyal to them. In fact, it may be that our loose language has positioned things backwards - what is really called for is loyalty to the customer. As the article points out, in 2015, surprise and delight tactics should become an increasing part of the marketing mix.
The Distinction Between Caring About and Caring For is Important in Customer and Employee Loyalty
In an interesting article that touches on both customer and employee loyalty, the distinction between caring about and caring for is made. Caring about is rather abstract and generalized, and typically doesn't feel like anything special to an individual. Sadly, there's a lot of "caring about" going on in business today, and, as the author points out, even some mistaken effort to make these terms synonymous. But reality is, most of us want to feel that they are special, that it is personal and about us, that we are cared for. Make a resolve to make a change this year - don't confuse care about with care for, and do more of the latter.