Monthly Archives: August 2014

Does customer behavior speak louder than words?

I found this note on “Don’t listen to what your customers say, watch how they behave” by Rita Gunther McGrath very thought-provoking. Please note particularly: “I am often asked by companies with whom I work whether focus groups, surveys or … Continue reading

Posted in Customer Insight | 2 Comments

Are customers loyal to your brand or to your points?

I found the following observation by Niraj Dawar very instructive.  Please note particularly: “From a brand manager’s perspective, the question is what is a consumer loyal to — are they loyal to the brand that you’re selling or are they loyal … Continue reading

Posted in Customer Loyalty | 2 Comments