There are hundreds of tips on how to improve customer service but most of them work inconsistently and rarely sustain. The organisation often falls back into old habits after a short-lived improvement. Use these four questions to transform your customer service improvement idea into a sustainable innovation initiative […]
It takes up to 4 years before customer lifetime values turn positive and some industries lose more than half of their customers before this ever happens. At the same time customer loyalty champions clock in 75% repeat buyers.
With entire industries sitting at the low end of the customer loyalty spectrum, there are scores of innovation opportunities for those who know how it works […]
Nespresso’s success is generally attributed to the installed based business model. Buyers of Nespresso coffee machines are locked into their expensive coffee pods. Yes, this is true. But looking at their history suggests there is an often missed element that explains their success much better and integrates many of their other innovations into it, such as the Nespresso stores […]