Archive for the Customer Relationship Management Category
Lock in vs. Loyalty
July 1st, 2010Recently, while trying to obtain a mortgage, I spoke with a Quicken Loans customer service representative named Jorge (I omitted the last name here to save him some dignity). On the phone, I told him that we have not decided on a lender and that we wanted to get an idea of what Quicken Loans [...]
Loyalty Lessons from Sports Fans
June 16th, 2010Image by wwworks | CC 2.0 The 2010 FIFA World Cup kicked off on June 11. While total viewership is still unknown at this point, Nielsen has reported an 80% audience gain for ESPN and ABC during their weekend coverage of the event. For past World Cups, FIFA reports a worldwide audience of 26.29 billion [...]
Segment Your Brand Community Participants Part 3
May 19th, 2010I created this series to help brand community managers to identify and focus their efforts based on the types of participants in their communities. In this last part of the series, I would like to offer some suggestions on what to do with each of the four segments (insiders, minglers, devotees, and tourists) once you [...]
