Monthly Archives: September 2009

Should employees break the rules to help customers?

This Study by Cheryl Leo is focused on how employees break the rules to help customers.  Cheryl’s Customer-Oriented Defiance (COD) concept is defined as “a frontline employee engaging in behaviors beyond the call of duty that represents the best interests … Continue reading

Posted in Customer Retention, Frontline Employees | Leave a comment

Can courting so-so customers be good for business?

This Stanford Research outlines an instructive approach to Managing Dormant, Occasional, and inactive Customers.  The research concludes that: “Marketers often lavish attention on their best customers, but … it may be more cost effective to increase their spending on clients … Continue reading

Posted in Customer Development, Customer Insight, Customer Value | Leave a comment