A company can only control its intention, its action and its reaction. If you think about it, this is only about 1/4 of a brand’s value when it plays out in daily interactions between the customer and the company. The customer controls the remaining 3/4 of the brand’s value based on their perceptions of how the company delivers, whether it be product quality, service and fit with the customers needs, values and expectations.

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“I don’t know whether I’m loyal, or lazy,” tweeted a friend of mine last week as his eye doctor ran more than 30 minutes behind. He seemed as frustrated with himself for not finding another provider, as he was with his doctor for wasting his time. Granted, there may have been a patient emergency or [...]

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Social media tools help level the playing field for organizations that are “hearing impaired.” It’s like having a pair of super-charged, digital hearing aids that help you amplify just those frequencies you need to hear. This ability to listen, hear and actively engage in conversations 24/7 allow your organization unbelievable opportunities to learn from your customers, correct your mistakes, and build a loyal following.

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The last thing you hear

On December 6, 2008 By

The automated phone system in the office has six option prompts. That’s not a big number, really. Yet, when we made a small change to the last prompt recently, we noticed a 100% increase in the number of misdirected callers who hit the last prompt–the one before, “If you need to hear these options again, [...]

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Supermarket loyalty?

On August 9, 2004 By

It strikes me odd that so many supermarkets have loyalty cards. First of all, nearly every supermarket offers the programs with price-off incentives. In other words, have the card, get a special price. Where’s the loyalty in that? Many people (including those in my immediate family) have cards [...]

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Keeping Promises

Please note that this presentation is Dave Harkins’ work created in other partnerships or organizations and the design templates have not been changed. Additionally, this content may now be dated but can still be used as an idea starter for your specific needs.

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Inside the customer’s mind – A framework for creating profitable customer relationships

Please note that this presentation is Dave Harkins’ work created in other partnerships or organizations and the design templates have not been changed. Additionally, this content may now be dated but can still be used as an idea starter for your specific needs.

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Customers are Channel Neutral

Please note that this presentation is Dave Harkins’ work created in other partnerships or organizations and the design templates have not been changed. Additionally, this content may now be dated but can still be used as an idea starter for your specific needs.

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