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 Loyalty versus Satisfaction - What's the Difference?
Satisfaction will not tell you if your customers will defect or your association members will drop their memberships. Loyalty measurement captures the voice of the customer; their expectations and your performance against those expectations, as well as what you need to do to improve. Unlike satisfaction, loyalty encompasses the total customer experience; giving you a foundation for better decision making and action planning. |
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The Latest LRC FREE WebinarJohn Glazier
"My passion is in evangelizing customer insight as a means of building consensus across sales, marketing, and operations stakeholders to impact market share, revenue, and profits"
Education- M.B.A. Marketing, University of California at Berkeley
- B.A. Economics/Social Psychology, Stanford University
John is an expert in Customer Experience and Relationship Management consulting practices providing performance improvements through survey research, database mining, financials, and business intelligence. He has deep experience in the development and management of programs to improve customer acquisition and retention, customer service, and sales force effectiveness with marketplace leaders including Hewlett Packard, Apple Computer, C.B.S., Chevron, and Microsoft.
He has broad experience on both the advisory and client sides of customer relationship research, having worked for Levi Strauss & Company, Columbia Broadcasting System, and Equifax, as well as with Arthur D. Little, Walker CSM, Maritz, and TNS.
John’s key areas of expertise include:
- Customer Acquisition and Retention Sales Performance Improvement
- Customer Portfolio Financial Assessment
- Employee Engagement
- Hierarchical Behavior Models
- Net Promoter Methodology
- Research Communications
John is a 5th generation native Californian. In his time off he enjoys "fast boats, rebuilding cars, tractors, and anything with a motor, as well as hanging out with old dogs (Golden Retrievers), being one myself."
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