How secure is your customer base

With all the talk of data security as of late, it is important that we address another aspect of security – namely customer security. Loyalty is a concept marketers have spent considerable time and resources attempting to understand and master. This has been going on for as long as there has been competition. As a […]

NPS® Isn’t Right for Renewals. But Feedback Is.

Same old Thinking

For many different reasons, one thing I can conclude about working in customer experience measurement: Net Promoter Score® (NPS®) is a polarizing topic. You either love it or you hate it. And my thought is always this, “If you’re using NPS to get a score, then it is just a survey and only benefits the […]

The Effects of Choice Presentation on Consumer Satisfaction


If you’ve never lived in Boston, you might not understand the spectacle that is September 1st. It’s the day that most new leases start, which means it’s the day almost every person in the city moves into a different apartment. U-Hauls crowd the narrow streets, abandoned furniture sits on the sidewalks, and new neighbors begin […]

Sea Island: Exemplifying the Employee Customer Link

waiter man dressing fish at restaurant

Last year I had the pleasure of working with Sea Island to measure employee/team member perceptions of working for Sea Island.  Sea Island is an amazing resort on the coast of Georgia where the rich and famous go to vacation.  I was out there last week to present the team member survey results to some […]

Your Half-Human, Half-Vulcan Customers


Your customers are like Mr. Spock from Star Trek. (Leonard Nimoy, rest in peace.) In popular culture (as opposed to geek culture), Spock has become a synonym for cold-blooded logical thinking. But, as the true geek knows, Spock’s father was from Vulcan and his mother was from Earth. Talk about an identity crisis! Spock is […]

From Market Researcher to Customer Experience Leader

Pink piggy bank with eyes and and bandaged crack - © Duncan Noakes -

To start 2015, we are featuring some “Lost Gems” from 2014 — some great posts that deserved to get wider notice than they did the first time out. A vice president of market research for a financial firm shared a case study last week at the Marketing Research Association’s Corporate Researchers Conference about the steps he […]

Satisfaction Is Transactional, Commitment Is Relational

Caring man cupping a red heart in his hands with one hand held protectively over the top in a love, romance and nurturing concept.

What Is Commitment? It is critical to understand that loyalty and commitment are two different constructs: Loyalty is behavioral (i.e., What you buy) Commitment is emotional (i.e., How you feel about what you buy) From a marketing perspective, loyalty can be bought while commitment cannot. A person can be behaviorally loyal to your brand, using […]

What If Everything You Had Been Taught Was Wrong?

business man wearing dunce cap

On April 29, 2014, John Carroll III and Tim Keiningham, both of Ipsos Loyalty, certainly gave me a schoolin’. The mantra in the marketing world has been that satisfaction leads to loyalty which leads to higher sales, greater market share, rising stock prices, and the like. In short, we should always be striving to increase […]

Are Bonuses Skewing Your CSAT Scores?

man buying black folder with document changing hands

Last summer my husband and I bought a car. After we’d spent many, many hours dealing with financing and signing papers, the salesperson handed us the keys and asked if we would please be kind enough to respond to a customer satisfaction survey we would soon be getting in the mail. Oh, and he informed us […]

Intro to Psych, Customer-Feedback Style

Asch Conformity Experiments

One morning during high school, 4 fellow students and I arrived late to our Intro to Psych class. Part-way through the lesson, the teacher drew 3 vertical lines on the board labeled A, B & C. He proceeded to ask each student a simple question: “Which line is longer?” Clearly it was B. To my […]