Company, Customer, and the Emotional Bank Account
Stephen Covey popularized the idea of the Emotional Bank Account. In this simple metaphor every relationship is an account. The “richest” relationships involve lots of deposits (kind words, appreciation, gestures of caring), the “poorest” relationships involve lots of withdrawals (excluding, ignoring, misunderstanding). And every relationship involves some of both. This post will examine how companies can use the customer experience to make deposits in the…
Loyalty Programs that Grow Loyal Customers
85% of loyalty program members never hear a single word from their loyalty programs after the day they sign up
Improving the Customer Experience in the Insurance Industry
The inusrance industry is changing and showing an increasing focus on the customer experience. This post outlines the type of experiences insurance customers value the most.