The loyalty metric no one wants to explain
Repeat purchases aren't proof of loyalty. Incrementality is.
loyalty
Loyalists vs Mercenaries
One of the things that entrepreneurs, founders, and CEOs obsess over is holding onto their team. When I propose some sort of difficult decision to a CEO, I am often met with the response “the team will freak out and we will lose them.” And I understand where this emotion comes…
Willful Disobedience: Character Traits of Independent Thinkers in the Military - Modern War Institute
In a speech on October 4 at the Association of the United States Army’s 2016 Annual Meeting, Chief of Staff of the Army Gen. Mark Milley shared a vision of […]
Ten Techniques To (Quickly) Build Trust With Anyone
Ten techniques for building quick trust and rapport with anyone from the FBI’s Counterintelligence training program.
Customer Loyalty Is Overrated
Why do companies routinely succumb to the lure of rebranding? The answer, say A.G. Lafley and Roger L. Martin, the authors of “Customer Loyalty Is Overrated,” is rooted in serious misperceptions about the nature of competitive advantage—namely, that companies need to continually…
The Help Scout Blog: Delight Your Customers
Get tips and advice on delivering exceptional customer service, engaging and delighting your customers, and building a customer-centric company.