The 2 Things That Define Your Customers

Where do you get most of your revenue and profits? Where will you get most of your growth over the next 3 to 5 years? Most companies don’t know which customers provide the best answers to these questions. Let’s clear it up. Your Loyal customers are central to both of these questions and identifying those […]

Can’t Get [No] Satisfaction: Chemical Manufacturer’s New Strategy For Unhappy Customers

Identifying segments of customers with differing needs helps a manufacturer grow revenue and profits with the right customers – and avoid wasting resources with the wrong ones! Background A manufacturer of chemicals for the paper industry (Client) was a well-regarded name in the business with a reputation for high quality products and customized solutions. The […]

aamse recap

AAMSE Recap – Member Satisfaction is NOT Member Engagement

Last week, I had the privilege of co-facilitating a discussion at the American Association of Medical Society Executives (AAMSE) annual meeting in Baltimore.  My co-presenter was Jane Aguirre, Vice President of Membership & Alliances with the American Academy of Ophthalmology.  Jane has been our client contact as we have conducted member research with the Academy […]

Predicting the “Unpredictable” with Member Defection

“Our member research told us that 94% of our members are ‘satisfied’ but last year we only retained 87%.  That 7% difference translated into an unexpected loss of more than $250,000 in membership dues…how do we keep this from happening in the future?” This statement paraphrases a recent exchange with an association membership director on […]

Valuing Customers

Two studies, separated by a decade, examined the topic of company valuation based on customer valuation. While intuitively and logically related, the two approaches to valuation were rarely regarded in conjunction. The first study – an award winning paper – was published in 2004 by Prof. Sunil Gupta of Harvard and Prof. Donald Lehmann of […]