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Home / Archives for Bill Bleuel

Bill Bleuel

How Much Are Your Customer Relationships Worth?

Jun 17, 2015 By Bill Bleuel

how-much-are-your-customer-relationships-worth-
There’s always a lot of argument about the way companies value their customer relationships as a percent of the value of the company. The value of customer relationships falls into the category of an intangible asset when looking at the balance sheet of a Corporation.

Filed Under: Relationships Tagged With: Bill Bleuel, Relationships, Value

CLV versus EVC

Jun 4, 2015 By Bill Bleuel

The concept of CLV or customer lifetime value has been used for many years to describe the value of a particular customer or customer segment to a company.

Filed Under: Pricing Strategy Tagged With: Bill Bleuel, Pricing Strategy, Relevant Benefits, Value

The State of Customer Loyalty in Small Business

May 22, 2015 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Loyalty, Incentives

The Loyalty Impact of Kiosks

May 4, 2015 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Loyalty, Customer Service

A Measure of Customer Experience

Apr 27, 2015 By Bill Bleuel

The bottom line is obvious because the numbers tell the story. Customers that rated their experience high were much more profitable and loyal.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Experience, Customer Loyalty

Share of Wallet May Be the Best Loyalty Yardstick

Mar 19, 2015 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Loyalty

What is Better Than a “WOW” Experience?

Jan 22, 2015 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Experience, Customer Loyalty

Loyalty May Not Be Rational

Jan 12, 2015 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Experience, Customer Loyalty

Connected Customers May Not Be Connected

Oct 30, 2014 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Customer Experience, Mobility, Technology, Twitter

Neuroscience Can Be Used to Improve Customer Loyalty

Oct 20, 2014 By Bill Bleuel

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.

Filed Under: Customer Service Tagged With: Bill Bleuel, Communication, Customer Experience, Customer Loyalty

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