by Pensare Group | Feb 20, 2015 | Customer Experience (CX), Customer Loyalty, Focus, Performance, Value
“You can’t manage what you can’t measure.” – “The customer is always right.” – “Lowest price wins!” We’ve all heard the tried and true adages that govern our business environment. These knowledge nuggets have been around for decades, and continue to be...
by Pensare Group | Jun 11, 2014 | Customer Experience (CX), Customer Loyalty, Focus, Sales
“Customer experience (CX), customer loyalty… honestly Lesley I cannot keep track of the buzz phrases. Isn’t this just customer satisfaction presented with different language?” This was a question posed to me recently from the CEO of a growing government contracting...
by Pensare Group | Nov 1, 2012 | Customer Loyalty, Performance, Personal Development, Productivity, Purpose, Questions
It was roughly two years ago when a highly intelligent, and successful prospective CEO client of ours slammed his papers on the boardroom table and pronounced “I cannot lose one more client to the competition”. Imagine our surprise, given the only question we had...
by Pensare Group | Oct 21, 2012 | Customer Loyalty, Performance, Sales
Did you know it’s time to throw out the old notion that having satisfied customers is the path to a successful business? Think about it. If you’re merely satisfying your customers than you’re earning about a “C” grade. You provided a product or service, and got paid...
by Pensare Group | Apr 22, 2009 | Customer Loyalty, Sales
Is there really a question? According to author, Jeffrey Gitomer -”Customer Satisfaction is Worthless, Customer Loyalty is Priceless” Apparently companies like Costco understand the difference. They have been recognized as the leader in customer loyalty among...