Month: June 2010

Customer Connections by the Facts Not by Total Nonsense

While researching the book I just completed about elevating the “patient experience” in healthcare, I encountered a powerful quote about the “lemming mentality” of business leadership. In their book entitled “Hard Facts, Dangerous Half-Truths and Total Nonsense,” Jeffrey Pfeffer and Robert Sutton note, “Business decisions, as many of our colleagues in business and your own…

View Post about Customer Connections by the Facts Not by Total Nonsense

How to move customers up the loyalty ladder

I think of customer engagement as a ladder. The lowest rung is simple customer satisfaction, with subsequent ascending rungs be things like “repurchase intent”, “perception of a brand’s integrity” and the highest levels being a “customer’s identification” with a brand or a “sense of loss” should the brand not exist. A recent study by Epsilon…

View Post about How to move customers up the loyalty ladder

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article