Highlights

VIDEO RESOURCES

Timothy Keiningham and Lerzan Aksoy present the “Myths of Loyalty” Terry Vavra presents the “The Myth of Mere Satisfaction”

AUDIO RESOURCES

From Timothy Keiningham, in his own words, the biggest problem facing management today – Based upon the MIT Sloan Management Review article, “Managing through Rose-colored Glasses,” by Loyalty Myths authors Keiningham, Vavra, and Aksoy. Click here to listen.

STEPS FOR MAKING LOYALTY PAY

A four-step process, of the important essentials you NEED TO KNOW to ensure that efforts to improve customer loyalty result in improved financial performance. Steps to Make Loyalty Pay

HIGHLIGHTS FROM LOYALTY MYTHS

In Loyalty Myths the authors challenge conventional wisdom, debunk 53 accepted practices and offer tested strategies to set businesses back on track. The authors concentrate on six strategic business areas including management practices, loyalty programs, and profitability. Excerpts from seven of our Loyalty Myths are available for download.
Loyalty Myth #8: It Costs 5 Times More to Acquire a Customer than to Retain a Customer
Loyalty Myth #21: A Dissatisfied Customer Will Never Conduct Business with an Offending Firm
Loyalty Myth #26: Loyal Customers Help Grow a Business Through Positive Word of Mouth
Loyalty Myth #31: Loyalty Can't Be Bought; It Has to Be Earned
Loyalty Myth #37: Long Term Customers Purchase More
Loyalty Myth #43: Loyal Customers are Less Expensive to Service than Non-Loyal Customers
Loyalty Myth #49: Employee Satisfaction and Customer Loyalty Go Hand-in-Hand