Rewarding switching over loyalty

A fast marketing engine. It took about 8 weeks for the marketing department at Charter Communications to catch-up with my decision to cut the cable TV cord. Considering the size of Charter, I’m impressed with the turn around time to add me to the prospective customer list mailings. New subscriptions are up for Charter and the company is doing well Read More …

Software open feedback loops

What is the secret sauce? What really drives new software features? Do we live in a world where the marketing department rules the day with ROI driven and profit making capabilities from within the software? To an extent, I believe the answer is yes. Businesses exist to make money. Business software is written to facilitate the flow of money either Read More …

The customer is always right?

Is the customer always rights? The question is more complicated than face value. Within the context of a single event you could make a case that the answer is yes. But this study posted on LinkedIn about customer experience and expectations suggests the customer may not always know what is best.  Of course what’s best depends on who is judging Read More …

Charter Communications Loyalty Discount Letter

Well this is something you don’t see every day. I received a letter this month from my cable and internet service provider Charter Communications. As I opened the letter I suspected it was notification of a rate increase or programming changes. But to my surprise, the letter informed me that Charter was providing a $17 discount off their standard service Read More …

Getting beyond customer loyalty. Customer apostles.

Marketers love loyal customers. They are the customers that return to the brand without further considerations or market research. They are repeat customers and may develop a deeper relationship with brand associates which will keep them loyal. I was thinking about brand loyalists in the context of social media sharing last week because of how easy it is now to Read More …