New Postings - Industry News
What Happens When Companies Lose Customers?
What Happens When Companies Lose Customers?
- by Michael Lowenstein
 It has always impressed me that, even as companies focus more on customer risk and stabilization, they aren't paying more attention to the impact of losing customers in the first place and the financial, and cultural, benefits of winning them back. My colleague, Jill Griffin, and I thought this was important enough that we wrote an entire book about the back-end of the customer life cycle - Customer WinBack - in 2001. Not a great deal has changed in the customer loss and winback landscape in the past decade, and there are lessons associated with that.
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New Friday, 10 August 2012 21:24
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Market Probe Study Shows That Banks with More Advocates Had Higher Per-Customer Revenue Behaviors AND Acquired More New Customers!
Market Probe Study Shows That Banks with More Advocates Had Higher Per-Customer Revenue Behaviors AND Acquired More New Customers!
- by Tom Fusso
 The results of the 2012 Retail Banking Customer Advocacy Monitor are just being analyzed, and here at Market Probe we are seeing some very exciting stuff! As a former client-side researcher, I can appreciate how difficult it is to find ways to segment a customer base and enact strategies to increase revenue producing behaviors, especially in banking. Since the 90’s, banks have pursued countless customer segmentation strategies such as satisfaction, loyalty, value and customer engagement, all having mediocre ability to drive those desired customer behaviors that result in increased per-customer revenue. I have a few slides that demonstrate that our behavioral-based Customer Advocacy truly identifies those customers that produce the key behaviors of retention, re-purchase and referral.
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New Monday, 06 August 2012 18:24
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Brands and Passion and Buzz – Oh My!
Brands and Passion and Buzz – Oh My!
- by Judith Ricker
 Raise your hand if that title didn’t take you back to scarecrows, cowardly lions and tin men! There are probably very few of us of any age who don’t have strong relationships with The Wizard of Oz brand and its extensions, such as – The Wiz and Wicked. But why has this 73-year-old brand endured so powerfully in our collective consciousness? Not only has it stirred a complex psycho-cultural passion in us through great story-telling, acting, and cinematography, the passions are so powerful that they cause us to pass on our excitement to our children, to our friends, and through social media of all types even to this day.
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New Monday, 30 July 2012 15:37
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Market Probe Study Shows Select Banks Made Substantial Increases Developing Advocacy Among Their Retail Customers in 2012
Market Probe Study Shows Select Banks Made Substantial Increases Developing Advocacy Among Their Retail Customers in 2012
- by Tom Fusso
The results of the 2012 Retail Banking Customer Advocacy Monitor are just being analyzed, and I’m seeing some very good trends compared to last year. This marks the third year of the study and Market Probe will be announcing the names of the leading and most-improved banks in Customer Advocacy for 2012 at BAI’s Retail Delivery Conference in October. I don’t want to dilute fanfare of that October announcement, but I can make some general observations from my initial review of the data.
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New Monday, 23 July 2012 18:26
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Tapping into Passion of Titanic Proportions
Tapping into Passion of Titanic Proportions
- by Judith Ricker
 “Connecting with Consumer Passions Delivers Titanic Rewards,” is Mark Henry’s account of how the city of Belfast, Northern Ireland, the town that built the ill-fated Titanic, seized on the excitement surrounding the 100th anniversary of the disaster to bring attention and tourism to their city. Mr. Henry speaks about Tourism Ireland’s very successful strategy to bring awareness of the town’s connection to the Titanic by creating a multi-channel plan designed to associate Belfast with the ship and to leverage the “passion” felt by many people interested in “everything Titanic.”
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New Tuesday, 29 May 2012 14:01
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