Category Archives: Customer Insight

Can a simple thank you note to satisfied customers boost patronage by 50%?

I found this study of Leveraging Customer Feedback to Increase Loyalty very insightful.  Please note particularly: In a large field experiment with highly satisfied customers of a Fortune 500 firm in the hospitality industry, the researchers track both customer attitudes … Continue reading

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Can proactive customer retention efforts backfire?

I found this note on “When It Comes To Retaining Your Customers, Sometimes It’s Best To Leave Them Alone” very thought-provoking.  Please note particularly: The research involved 65,000 customers of a South American wireless communications firm. Some of the participants were … Continue reading

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Finding the right job for your product

In his Sloan Management Review article on Finding the Right Job For Your Product, Clay Christensen defined the Customer Jobs-To-Be-Done concept: “When customers find that they need to get a job done, they “hire” products or services to do the job. … Continue reading

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What is the best way to prevent customer failures?

I still find this 2006 Sloan Management Review article on How to Prevent Your Customers From Failing very timely.  Please note particularly: “Research indicates that about one-third of all service problems are caused by the customer.  As companies increasingly shift work to … Continue reading

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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

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Does exceeding a customer promise pay off?

I found this research on the pay off of exceeding a customer promise very insightful.  Please note particularly: “The bottom line, Epley says, is that exceeding a promise may not be worth the effort you put in. “Invest efforts into keeping … Continue reading

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Is the naked product the solution?

I found this note by Marion Debruyne on disintegrated solutions very thought provoking.  Please note particularly: “Many companies try to differentiate their offer by always adding on new features and functionality. And when they can’t differentiate with their products anymore, … Continue reading

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