A 2008 paper entitled “Strengthening Customer Loyalty through Intimacy and Passion: Roles of Customer-Firm Affection and Customer-Staff Relationships in Services” by (Kin et al., 2008) compares the way loyalty is formed in relational services (hair salon) versus transactional services (fast…
Throughout the pandemic, I had the opportunity to listen to my husband talk about generating ARR. What is that? Annual Recurring Revenue. He’s a fractional CRO and works with early-stage companies to predict their revenue for the next quarter/ year/…
In a recent podcast with John (stay tuned for release date), we explored the profound impact of curiosity on Customer Experience. Our conversation was inspired by Brian Grazer’s enlightening book, The Curious Mind: The Secret to a Bigger Life. This…
Donor and volunteer loyalty is a critical aspect of sustaining a non-profit organization’s success and impact. Implementing a Voice of Customer (VoC) strategy can profoundly influence donor engagement, satisfaction, and long-term commitment. The VoC strategy involves collecting and analyzing feedback…
I’ve never been a huge fan of NPS or CSAT or CES in the work we do in Alumni Relations. I understand what they do, the way they quantify loyalty, measure an interaction or try to understand the journey to…
In their article, “The New Science of Customer Emotions,” Scott Magids, Alan Zorfas, and Daniel Leemon suggest that connecting with customers’ emotions is imperative to drive loyalty, engagement, and increased revenue. Through years of research, they discovered over one hundred…
By Lindsay Mackenzie and Sara Schumann Experience and Engagement are different, yet too often they are interchanged, causing confusion. Experience: what a brand does to a customer/ employee – it’s not always intentional. Engagement: what a customer/ employee does with…
The CXPA defines a Voice of Customer program (VOC) as a program with a coordinated series of measures, observations, data, surveys, and two-way conversations across multiple sources, all of which surface the customer’s perspective of the organization. (CXPA 26). To…
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