Insights Review

Posts categorized "Customer"


Exceptional Service Leads to Better Business

“Relationship Care” is a protected phrase, trademark number 4,099,995. The license was issued to American Express on Valentine’s Day of 2012. Behind those two words is a process designed to convert...

December 8, 2014

The More Things Change…

A fascinating series of experiments out of the Yale Center for Customer Insights found that our perceptions of similarity are more complicated than common sense—and decades-old academic modeling—...

March 4, 2014

Resolving the Customer Management Dilemma

The world of rewards serves two ends: to build customer loyalty and entice new business. But is one more important than the other? To whom should firms offer a better deal? On this question,...

January 19, 2014