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The Customer Loyalty Loop

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Evergreen
The Customer Loyalty Loop
The Evergreen Show
Tuesday Tidbit
August 28, 20180Comments

When Saving a Dollar Costs You Twenty

My book, Evergreen, was recently named by Book Authority as the #4 Best Customer Service Book of All Time. I was pretty excited when I heard the news. As I quickly scrolled down the
Business
Customer Experience
Customer Loyalty
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Customers
The Customer Loyalty Loop
Tuesday Tidbit
March 6, 20180Comments

$2.5 Trillion Down The Drain – How Much Of It Was Yours?

I was in St. Louis visiting a client last week. They’re a 50M+ manufacturing company that I’ve been working with over the past year. I’ve worked with both the sales
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Customers
The Customer Loyalty Loop
Tuesday Tidbit
October 3, 20170Comments

Maybe You Don’t Need To Hug Your Customers

A few weeks ago I was speaking at a Customer Experience conference. Everyone was fired up and wanted to talk about the airlines! "Those damn airlines..." “What a lousy customer experience airlines
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E-Commerce
The Customer Loyalty Loop
Tuesday Tidbit
September 19, 20170Comments

When Your Expertise Is More Valuable Than Your Inventory

One of my favorite men’s clothing stores is Bonobos. They do something cool. They don’t have any inventory. I almost always loathe a business that makes it hard to take
Business
Customer Experience
Customer Loyalty
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Customers
The Customer Loyalty Loop
Tuesday Tidbit
September 18, 20170Comments

In an Equifax World, Be Elon Instead

As we’re all aware by now, over ⅓ of Americans have had their personal data breached by the good folks at Equifax. Since we’re about to launch a new book specifically about customer
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The Customer Loyalty Loop
Tuesday Tidbit
September 5, 20170Comments

Watch out for the Hippo!

Listen to the audio version of this week's Tidbit. You can subscribe to them on iTunes\ I was working with a company because the CEO was worried about a lack of
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Customers
The Customer Loyalty Loop
August 29, 20170Comments

The Fleece of the Century

Listen to this week's audio version of the tidbit. The NYT called Saturday night’s boxing match The Fleece of the Century, and it’s hard to argue against that. A lackluster boxing match
Consulting
crm
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The Customer Loyalty Loop
Tuesday Tidbit
August 15, 20170Comments

Don’t Learn More. Do More.

One of the little discussed joys of teaching my kids how to do tremendously fun things like swimming, or riding a bike, is that I get to reuse lines that
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Customers
The Customer Loyalty Loop
Tuesday Tidbit
March 23, 20170Comments

Finally–A Magical, Simple Ritual to Improve Your Profits!

For people and companies there is only really one way to judge character: Watch their behavior in a wide variety of circumstances. Watch what they do when they’re in the
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The Customer Loyalty Loop
Tuesday Tidbit
January 31, 20173Comments

The Most Important Innovation in 2017 – Finding Ways To Personally Connect With Customers

2016 was the year of automation and machine learning. There are some undeniably amazing things happening in that world, but the more that happens there, the more valuable face-to-face, 1:1 interactions
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