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The Science of Loyalty

Jun 17, 2019
4 min

The Science of Loyalty

The Science of Loyalty™ As a young consultant I spent much of my time conducting qualitative and quantitative customer research for my clients, and while we could always weave together the best information possible, it became clear that our traditional tools (e.g., customer satisfaction surveys) were no longer doing an adequate job of predicting the key buyer behavior –will they call us first when they have a need, with they keep buying, and will they be” loyal? We needed to

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Four Definitions of Success: Internal Process

May 6, 2019
3 min

Four Definitions of Success: Internal Process

When you envision success, what is it that you see? Do you picture revenue growth and profit margins? Then your definition of success will primarily focus on Financial Measurement. Do you imagine your company as a trusted advisor to your customers, dedicated to building relationships with individuals that will last 10, 20, or 30 years? Then your definition of success will most likely gravitate towards Customer Experience. However, if when you think about success, you foresee

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Four Definitions of Success: Financial Measurement

Apr 16, 2019
2 min

Four Definitions of Success: Financial Measurement

Last time we talked about how your definition of success defines you, and explained that most definitions of success fall into four overarching categories: Financial Measurement Customer Service Internal Process Internal Learning These four metrics, first discussed by Kaplan and Norton, can also be combined into a fifth definition of success, namely a Balanced Scorecard, where the leadership of a company seeks to grow in all areas, instead of just one. This is a concept we wi

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