Without dragging us all back to a debate on the definition of Social CRM, it might be a good time to re-open the whole ‘control versus ownership’ part of the conversation. Back in July 2009, Paul Greenberg put his stake in the ground definition of Social CRM. During the year that followed, some took issue … Continue reading »
Tagged with customer loyalty …
Sales Experience Trumps Product and Price
Hey, I am not making this up, nor did I just search for some esoteric data that supports my argument either. I have believed this for a long time; Marketing and Sales need to work, together, to create buyers, focus on establishing relationships and solve the jobs customers need to do most. In order to … Continue reading »
Relationships are Critical, but there is More
Last week I was not very nice to an author who focused on data, and not trust as the ‘tie that binds’ regarding relationships. You can agree, or disagree, but the current thinking is that engagement builds trust, trust is the basis for a relationship and a relationship is the basis for…hmmm, for what? Why … Continue reading »
The Return on Initiative – Social CRM
Laurence Buchanan wrote a great piece “Measuring the ROI of Social CRM“, one worth reading. In the article, Laurence brought back to the forefront a topic, also addressed earlier this year by Mike Boysen, “The ROI of CRM (and Social CRM).” While ROI traditionally stands for “Return on Investment”, as it should, I would like … Continue reading »
Are Companies Overly Obsessed with Customer Loyalty?
I had an interesting conversation this morning with a customer who is currently in the process of reengineering the way in which it measures and processes customer feedback. Value-based metrics can be misleading, and it seems too often companies are making the mistake of misinterpreting or overvaluing, as this business discovered, customer loyalty and other … Continue reading »
Why Twitter’s Loyalty Numbers Stink
Thanks to Brent Leary who pointed out – via Twitter of course – that Twitter has a lot of activity but very low loyalty rates versus other social media. Check this chart out: Twitter has an issue, according to these Nielsen numbers, of getting newcomers to keep tweeting after the first month. I think the … Continue reading »
A Whopper of a Campaign
Being from the New York metropolitan area, I’m a big New York Giants fan, so I enthusiastically watched this Sunday’s broadcast of the Giants/Buccaneers game. I say enthusiastically mainly because the Giants won, but also because I saw yet another one of those annoying Burger King commercials that reminded me to blog about it this … Continue reading »
Holiday travel and the quirkiness of customer loyalty
I wanted to echo Colin’s point about holiday travel, as I too was traveling a lot around the holidays, both domestic and international…Things went smoothly for the most part for me as well, but Colin reminded me that I miss the days when I lived in NYC and had the luxury of flying with Continental … Continue reading »
