A Relatively Good Cut

How do you measure the strength of relationship in a way that helps you understand customer behavior?   It’s absolutely critical.  If you’re going to try to improve the customer relationship, it should explain changes in customer behavior.  I was thinking about this recently while getting a haircut and thought about how it applied to my […]

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 […]

Webinar: Consumer Product Manufacturing and Customer Loyalty

In a 20 minute webinar designed for Consumer Products manufacturers, but applicable to all businesses, LRC’s Aldy Keene guides you through why you should measure their relationships with customers and what you can learn from this kind of research.  Using this information, he helps identify if your main challenge in obtaining greater share from those customers is a […]