Archives for: Tag: Loyalty Series

I Can’t Get No…Satisfaction, Retention, and Churn

Author: Terry Mickail
9 / 6 / 2018
saas-adoption-cloud-lenati-go-to-market-strategy

Picking up from last time, Personalization is very closely related to Retention in that timely Personalization actions can serve to stop Churn. Churn indicates the propensity of customers to cease doing business with a company in a given time period. The success or failure than an individual organization experiences, depend, to a large extent, on […]

I Can’t Get No…Satisfaction, Quality and Personalization

Author: Terry Mickail
8 / 30 / 2018
Sales-Operations-Lenati

As we explored in the last post, Quality has an important role in Satisfaction. Quality is not only a moderator of Satisfaction, but it is a direct precursor to Satisfaction. It is simply an evaluation by the consumer of performance excellence. Given this context, Satisfaction can be viewed as the gap between customer expectation and […]

I Can’t Get No…Satisfaction and Loyalty

Author: Terry Mickail
8 / 16 / 2018

Simply put, Loyalty is important. It is a collection of attitudes aligned with purchase behaviors that favor one business among competing businesses. But it is so much more. Loyalty is comprised of a constellation of concepts, the Customer Ecosystem, that come together to influence a customer, but it also has a huge impact on business […]