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by Steven Van Belleghem
on
Jan 14,2011
no categories
Most companies are still focusing too much on acquisition
of new clients. It is of course great to find new clients, but
please don't forget your existing clients as well. One of the
industries where this philosophy is really painful is the financial
industry.
tags:
customer experience, Loyalty, FinanceRead more »
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by Steven Van Belleghem
on
Sep 24,2010
in the categories:
Conversations
What's the use of loyalty programs if you cannot use the
benefits? Airlines are always promoting their frequent flyer
programs. They recommend you to collect points by getting a special
credit card, so the points come in faster. In theory, it is a nice
system. The more you fly with a certain airline, the better they
treat you and the more personal benefits you may get.
However….there is a big however. Due to the merger of many
airlines, frequent flyer programs need to merge as well.
tags:
United Airlines, Loyalty, LufthansaRead more »
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by Steven Van Belleghem
on
Aug 5,2010
in the categories:
Branding
The moment you open a new bank account or you get yourself a
subscription to a magazine, you have a nice
feeling. The company treats you with a fun (often
worthless) gift to welcome you as a new client. We all love it, but
actually we don't care that much as we decided to get that
service/product anyway. Do you really order that magazine
because of the new agenda that you get as an
incentive? I don't think so.
tags:
customer experience, LoyaltyRead more »