Bill Bleuel
Dr. Bill Bleuel is an award-winning Professor of Decision Sciences at Pepperdine University’s Graziadio School of Business and Management. Dr. Bleuel’s expertise lies in the quantitative aspects of business. He specializes in the measurement and analysis of operations, customer satisfaction, customer loyalty and customer retention. He has held senior positions in engineering, marketing and service management at Xerox, Taylor Instrument Company and Barber Colman Company. Dr. Bleuel has also experience as general manager in two start-up companies that he co-founded.
Latest
The State of Customer Loyalty in Small Business
A joint study of approximately 900 small business owners presents an interesting insight into what small businesses are doing in the world of customer loyalty.
The Loyalty Impact of Kiosks
Kiosks are one form of self-service technologies that are being introduced into the marketplace. We’re seeing that self-service technologies can change the way customers act.
A Measure of Customer Experience
The bottom line is obvious because the numbers tell the story. Customers that rated their experience high were much more profitable and loyal.
Share of Wallet May Be the Best Loyalty Yardstick
Tim Keiningham, global chief strategy officer for Ipsos Loyalty has developed an interesting statistics regarding loyalty. Many companies rely on the NPS measurement to define their customer loyalty.
What is Better Than a “WOW” Experience?
Many companies are looking for ways to delight the customer or provide the customer with a “WOW” experience. There are many marketing research organizations that provide all sorts of metrics to demonstrate how the customer experience is improving.
Loyalty May Not Be Rational
Customer loyalty is not always based on rational thinking. Customers often make decisions based on feelings and emotions. The old adage that the first impression counts has been verified by the psychological research.
Connected Customers May Not Be Connected
In today’s business climate the connected customers are seen as people who are highly educated and technologically social and mobile. A study was commissioned by Kitewheel and was conducted by the independent research firm Strategic Marketing Research, Inc. in 2014 to study ongoing efforts by companies to reach their connected customers individually.
Neuroscience Can Be Used to Improve Customer Loyalty
There has been some interesting work done by Dr. Daniel Kahneman, a professor at Princeton University in the area of behavioral economics. One of the phenomena that he has written about, and which has been given much attention is the peak–end rule. This rule provides some excellent guidance for building customer loyalty.
Surprise: Men and Women are Different
Loyalty programs that include both men and women must consider the way that men and women view loyalty. Even though many companies see the marketplace from a unisex perspective, genetics and chemistry demonstrate that differences do exist between sexes.
The Rewards of Analyzing Your Customer
A recent report published by the Aberdeen Group presents some interesting statistics regarding the value of customer analytics. The author of the report was Omer Minkara. The bottom line is the statistical improvement in performance that is consistently demonstrated by companies using customer analytics compared to those who do not is no longer questionable.