Tag
segmentation
4 posts. All topics.
- Voice of the Customer
Listening to your best customers: do you hear what I hear?
Listening to your best customers takes a separate path from the survey program. How to find them, what to ask in twenty minutes, and how to close the loop.
- Loyalty & Retention
Are your products right for relationship marketing? A three-part test
Relationship marketing pays off for some products and annoys the customers of others. A three-part test (frequency, involvement, switching cost) sorts yours.
- Customer Experience
Customer personas vs situations: designing for the many sides of me
Customer personas flatten a person into a type; the same person needs different things on Tuesday morning and Saturday night. How to rewrite them as situations.
- Loyalty & Retention
Should you fire your customers? A four-question decision path
Firing customers covers two cases with different answers, the unprofitable and the abusive, plus a loud one you must never fire. A four-question path decides.