Chapter 2. Using Customer Economics and Segmentation to Maximize Loyalty
Dell switched from being too cost focused and went back to our roots of being customer focused. Part of this change was reversing the myth that a good customer experience costs a lot of money.
Truly loyal customers do more than simply appreciate you; they express their loyalty in ways that make them an incredible asset to your business. According to the research that Satmetrix conducted with Fred Reichheld and Bain & Company, loyal customers exhibit specific behaviors that help to drive growth. As discussed in Fred Reichheld's book, The Ultimate Question (2006), we found four primary customer behaviors that ...
Get Answering the Ultimate Question: How Net Promoter Can Transform Your Business now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
