Posts tagged as:

customer loyalty

Don’t treat everyone the same, treat them uniquely

March 30, 2011

Every time a customer or potential customer interacts with your company, a decision is made. What home page is displayed?  What results are returned for that search term? What offer should be made in this direct marketing campaign? What’s the next best action for this customer? Should this customer’s request be approved? What’s the best [...]

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Want to innovate? Pay attention

June 7, 2010

Companies are looking for new ways to collaborate with their customers to co-create products and services.  But customers are already telling companies a lot about what new products and services they want. Too many companies just aren’t paying attention. I had an errand to run over the weekend for a new bathroom rug. I hate [...]

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Engagement by Design

November 16, 2009

Game developers know how to create an immersive, engaging game experience. Why  not use these same game mechanics to create an immersive and engaging customer experience? Juho Hamari and  Vili Lehdonvirta of the Helsinki Institute for Information Technology studied game mechanics in virtual economies in “Game design as marketing: How game mechanics create demand for [...]

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Putting Games to Work

October 19, 2009

VW has launched a wonderful initiative called The Fun Theory demonstrating how “fun is the easiest way to change people’s behavior for the better”. Their video “The Piano Stairs – The Fun Theory” has gone viral with over 3M views on You Tube. Us business execution folks call this Putting Games to Work. As I [...]

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Playing Around with Customer Loyalty

October 12, 2009

Business Execution is about delivering on a promise to your customers. Many companies, for example, have a lowest price promise to their customers. They offer to match any price a customer finds elsewhere. But most customers don’t take advantage of this offer. Customers just buy the item somewhere else. Why? Because most companies don’t engage [...]

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How Best Buy’s Execution Culture Creates Social Media Success

October 6, 2009

Today I want to show you how Best Buy’s execution culture helped make Best Buy’s Social Media Story happen. An execution culture is about taking your corporate values and making them explicit and actionable, and that means taking them beyond the organization in today’s world of social media. This is the 3rd in a series [...]

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