Tag Archives: Customer

Understanding Customer Behavior – for today and tomorrow

Customer behavior is ever changing, but the speed at which it is currently altering has resulted in customer decisions becoming less transparent. Given the current scenario, how does one keep-up with this disruptive trend, re-think the basis of competition, and customize one’s business model to win the battle of growth? What is very evident is

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How Service Companies Can Earn Customer Trust and Retain It

If a service company is perceived as unreliable or unfair, it is sure to lose trust of its customers. Companies, that serve customers who are in a state of stress, are especially vulnerable to losing customers’ trust when they perform poorly. Below we have mentioned three conditions  that can cause customers to lose confidence in a service

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Customer Loyalty – a matter of Habit; but habits do die

Customer Loyalty Is Overrated Why do companies routinely succumb to the lure of re-branding? 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 update their business models, strategies, and communications to respond

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Elements of Value – Part 2

The most important elements of Value as per type of business   Across all industries, perceived ‘Quality’ has the greatest effect on customer advocacy. Though some of the below listed elements are more important than others and vary by industry; no other element can make up for a significant shortfall on perceived quality. Thus, companies

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Elements of Value: What customers really want? – Part 1

Elements of Value: What customers really want? What customers really value in a product or  service can be hard to pin down. So how can leadership teams / managers determine the best way to add more value to their company’s offerings. These value adding elements could vary from functional, emotional or products / services that

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