Archived Issue
Vox Voice
Issue XIX
April 2009
April is tax month. It's also Customer Loyalty Month.
It seems so logical that businesses would want to do everything they can to encourage customer loyalty. But, so often, the customer experience is taxing on customers' time, energy and patience.
In this issue, we look at how some companies are "taxing" their customers. We also highlight some upcoming Vox research in the banking industry.
Be sure to check out the excerpt from my upcoming book, "All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back." I hope you enjoy it.
~Bill Cusick
Article - "Thank You, Sir. May I Have Another?"
"Isn't it better, when you think about it, to spend a few dollars (say $30 to $40) to create a rewarding, emotional connection with a solid, profitable customer than to spend over five or even ten times that to lock down the next Joe who wanders in off the street?"
Read more of this excerpt from Bill Cusick's upcoming book: All Customers are Irrational: Understanding What They Think, What They Feel, and What Keeps Them Coming Back
© 2009 William J. Cusick
All rights reserved.
Published by AMACOM Books
www.amacombooks.org
A Division of the American Management Association
Competitive Banking Feature-Gap Analysis
Vox is gearing up to release our Competitive Banking Feature-Gap Analysis report, which examines online features that offer the most valuable ROI for small to mid-size banks.
Banks analyzed for the report include Chase Bank (as a control group) and six regional banks - California Bank & Trust, First California Bank, Frost National Bank, Iowa State Savings Bank, Peapack-Gladstone Bank and Great Florida Bank.
The report reveals key features missing from banks' online channels and offers recommendations on improvements banks can implement to increase the profitability of their online channel.
Check out www.voxinc.com/research.htm to find out more about the report and to reserve your copy.
What's your Loyalty Story?
Providing a personal touch is often the key to creating relationships that will win loyal customers.
What simple things do you do to keep your customers coming back for more?
How do you build relationships with them?
How do you repair relationships that may be on rocky ground?
Email them to us at: peggy.entrop@voxinc.com
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Newsletter Archives
- Issue XIX - April 2009
- Issue XVII - March 2009
- Issue XVII - February 2009
- Issue XVI - January 2009
- Issue XV - December 2008
- Issue XIV - November 2008
- Issue XIII - October 2008
- Issue XII - September 2008
- Issue XI - July 2008
- Issue X - June 2008
- Issue IX - May 2008
- Issue VIII - April 2008
- Issue VII - March 2008
- Issue VI - February 2008
- Issue V - January 2008
- Issue IV - December 2007
- Issue III - November 2007
- Issue II - October 2007
- Issue I - September 2007
