Edition 17

Give your customer a wink

Once upon a time, business owners used to know their customers by name. Read this »

Navigating the Changing Winds - 6 Master Strategies to Building Customer Loyalty

Spending time getting to know your customers will help you reap long term benefits in profitability..

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WoM marketing worth US$3bn by 2013

Spending on word-of-mouth (WoM) marketing rose by 14.2% to US$1.54 billion in 2008, despite the worst economic recession in 70 years.

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When the Rules of the Game Change

Customers seem to be a little more fickle lately.


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Opinion: Why customer satisfaction surveys don’t work

Your customers are irrational. You may think you already knew that, but — as recent research suggests — it’s true. In fact, we’re all irrational. Read this »

Dispelling Customer Loyalty Myths

If one were to read the thousands of books written about creating customer loyalty, that would be an insurmountable task.

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Everybody is Wrong

What conventional wisdom that “everybody knows” can you challenge?

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