Podcast ¦ Next In Queue: They’ve Done Studies, You Know featuring Graham Hill

Access the full podcast series here

Key Takeaways

Customer retention and customer loyalty are different concepts, with loyalty requiring an emotional attachment.
The myth that companies can boost profits by 100% by retaining just 5% more of their customers is based on a thought experiment and lacks empirical evidence.
Net Promoter Score (NPS) and other loyalty measures have limitations and should be part of a balanced scorecard approach.
Understanding the jobs customers need to be done is crucial for effective personalisation and customer service.
Customer loyalty is not a necessity for all companies, but it can be desirable if done effectively.

Key Statistics

According to a McKinsey survey, 81% of customers want personalised products, services, and experiences, but 86% feel dissatisfied because they are not getting personalised offerings.
Research conducted by Coon Powell found that in-moment marketing was 44 times more effective than planned campaigns.

Key D...

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