Archive for the ‘customer retention’ Category
Monday, July 12th, 2010
American industry has embraced the conventional wisdom that a “happy customer” is a loyal customer. You see this all over the place. There are business articles urging managers to create satisfied customers and this will engender loyal customers who will repurchase, extend contracts and spread the word about your brand. ...
Posted in customer retention, customer satisfaction, eric reidenbach, six sigma marketing, value | No Comments »
Wednesday, March 17th, 2010
I had a very transforming conversation with a CAT product manager a number of years ago. She and I were talking about value and she indicated that CAT was going through somewhat of a change in their thinking – at least some of the people at CAT were. We were ...
Posted in best in market, customer retention, quality, six sigma marketing, value, voice of the market | 1 Comment »
Sunday, February 28th, 2010
One of the outcomes of the Toyota recall situation is a plethora of teachable moments. These run from supply chain implications, communication strategies, quality and process control, even investing - the list goes on. So, at the sake of piling on, let me add one more.
I recall from my distant ...
Posted in customer retention, eric reidenbach, six sigma marketing, value | 3 Comments »
Tuesday, February 9th, 2010
Here are some of the more recent articles, columns and blogs on IQPC’s Customer Management website.
· “Call Center Quality & Monitoring: From Best Practices to Next Practices”
· “Does Average Handle Time (AHT) Have a Place in the Modern Call Center?”
· “Managing Call Center Results is More Than Managing AHT”
· ...
Posted in best in market, customer retention, customers, eric reidenbach, market share, product/markets, quality, six sigma marketing, top line revenue, value, value proposition, value streams, voice of the market | No Comments »
Monday, February 1st, 2010
“Will Toyota’s Recall Severely Impact Customer Satisfaction?” reads the headline of an article appearing on QualityDigest.com by Raissa Carey. This is a good question on several levels.
First, it highlights the use of “customer satisfaction” as a driver of future purchasing. The premise is if customer satisfaction is severely damaged, future ...
Posted in best in market, customer retention, customer satisfaction, customers, eric reidenbach, market share, quality, six sigma marketing, top line revenue, value | 4 Comments »
Tuesday, September 1st, 2009
Anantha Kollengode has written a typically interesting column regarding healthcare – this time focusing on the Voice of the Customer (Patient) and how it relates to the Six Sigma process in healthcare. While I agree with the overall point of the column, the need for using the VOC, I have ...
Posted in customer retention, customer satisfaction, customers, eric reidenbach, healthcare, market share, pricing, project selection, quality, six sigma marketing, top line revenue, voice of the customer | 2 Comments »
Wednesday, July 22nd, 2009
The healthcare industry is currently facing challenges on many fronts. Escalating costs for rapidly advancing technology and pressure to deliver quality care to more people (baby boomers, uninsured, under insured) at lower costs have created the perfect storm….To find a discipline solution that will lead to sustainable improvements in quality ...
Posted in customer retention, customer satisfaction, defect reductions, eric reidenbach, market share, market value solutions, operational excellence, pricing, product/markets, quality, six sigma marketing, value, value streams, value tools, voice of the market | No Comments »
Monday, July 13th, 2009
Six Sigma Marketing is all about value, value gaps and how to exploit them for market share gains. Value is the best leading indicator of market share. Accordingly, those enterprises that understand value, how to measure it and manage it, are going to have an advantage in a competitive market ...
Posted in customer retention, eric reidenbach, market share, market value solutions, product/markets, quality, value | No Comments »
Wednesday, May 6th, 2009
I was watching an interview with Don Thompson, head of McDonalds – USA. The topic of the interview was “Why was McDonalds doing so well in this economic climate.” According to Mr. Thompson, the answer was simple- “We have a great value proposition”. Great enough to post a 4% increase ...
Posted in McDonalds, customer retention, market share, pricing, product/markets, quality, value, value proposition | No Comments »
Monday, April 27th, 2009
Here are four of the more common indications that your organization is ready to adopt or evolve to Six Sigma Marketing.
1. You are losing sales but don’t know where. One of my clients was hemorrhaging market share in a particular product line but did not in which market(s). True story. ...
Posted in customer retention, customer satisfaction, market share, product/markets, quality, six sigma marketing, top line revenue, value | No Comments »
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