Monthly Archives: September 2011

Managing Controllable and Uncontrollable Customer Churn

MIT Sloan’s Michael Braun just reported on his competing risk model designed to facilitate management of controllable and uncontrollable customer churn.  Note particularly: “Businesses often spend a lot of money trying to retain customers. Many direct their retention activities toward … Continue reading

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Crowdsourcing One Crazy Day

This is an instructive example of how Zipcar is Co-Creating a One Crazy Day advertising program with its customers and prospective customers:

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Managing a UPS moment of truth in customer service

UPS just created My Choice to manage a key moment of truth in customer service: missed deliveries.  The service enables UPS customers to better manage delivery times: According to UPS’ CEO, UPS My Choice “is the begining of the end … Continue reading

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Your customers’ big irritation is a big opportunity

I found this Don Sull  “top 10” field guide to clues for hidden breakthrough opportunities article packed full of instructive observations. Please note particularly: “2. This customer experience doesn’t have to be time-consuming, arduous, expensive, or annoying (but it is). … Continue reading

Posted in Customer Experience, Customer Retention, Innovation | Leave a comment