Customer Lifetime Value -- a waste of time or not

Customer Lifetime Value (CLV) can be very useful in certain situations, but I have found that in many organizations the measurement of CLV becomes so complex that it is rarely successful. The answer always has to do with the objectives of the analysis, and what you intend to do with the results.

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A Quicker Complaint Fixer: How to Speed Up The Resolution Process

Why does it take forever and a day to get an answer to a customer service complaint?
Like reader Michael Trout, who filed countless grievances and waited a year before his auto insurance claim was processed. Or William Osuna, whose airline ticket took almost two years to get refunded. (Ironically, or perhaps appropriately, the airline is now out of business.)

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New Programs Don't Treat Heavy Buyers As Special

There has been a surge in the number and type of loyalty programs over the past few years. This is due in part to new technology that has increased the number of offerings on the market: mobile messaging is growing; Entry Point Marketing offers front-of-store targeted offers; My Coke Rewards brought proof-of-purchase into the digital age. Meanwhile, the proliferation of direct mail shows no signs of abating.

Dick's No Sweat Protection Plan - A Classic Loyalty Asterisk

These days, it seems that consumers can’t buy a major appliance, personal computer, or big screen television without being offered an extended warranty.
The irony in the sales pitch is that talking points from store personnel leading up to the purchase decision are centered on the high quality of the item being considered for purchase. Once that decision is made, whoosh, the chatter morphs to emphasize the need for a “consumer protection plan” to shield you from any number of consequences – especially manufacturers defects.

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