A Different Measure for Loyalty
Statistics on Customer Effort Score (CES) strongly suggest it has the ability to detect loyalty at the operational level.
Posts Tagged ‘Management’
Rational and Emotional Trust
Dr. Bill Bleuel calls trust “the holy grail of relationship management,” explaining the difference between rational and emotional trust.
More About Trust
Trust appears to be gaining in importance as a way of building customer relationships that transcend the multi-channel media.
A Quick Tip on Giving Effective Feedback by Steven M. Sommer
Steven M. Sommer, professor of applied behavioral science, shares his “ABC model,” a three-step process for providing and receiving feedback effectively.
Top 5 Business Books for the Beach Chair
Now that summer is upon us, we have compiled the top five business books you should have on your 2010 summer reading list.
Values-Centered Leaders More Successful in the Long Term
Can’t see the above video? Click here to watch or you can read the transcript. In this video interview, Kevin S. Groves, PhD, Assistant Professor of Organizational Theory and Management at the Graziadio School of Business and Management, discusses his research on executive development and succession planning, managerial thinking styles, social and emotional intelligence, and [...]
Retaining Customers Part III: Invest to Prevent Customer Defections
This is the third of a series of four blogs devoted to the topic of customer retention. Read Part 1 and Part 2. Every customer that you keep represents at least three that you don’t have to attract. Numerous research studies indicate that the cost of acquiring a new customer usually runs from two to [...]
