Comments on: Loyalty Driver Survey Results http://rudyvidal.net/2008/05/loyalty-driver-survey-results/ Growing business through systematic focus on customer values. Mon, 19 Jul 2010 21:12:30 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Executives are Customers Too - A place for Personal Values « Extreme Customer Satisfaction http://rudyvidal.net/2008/05/loyalty-driver-survey-results/comment-page-1/#comment-81 Executives are Customers Too - A place for Personal Values « Extreme Customer Satisfaction Sat, 31 May 2008 19:55:29 +0000 http://willtheybuyagain.wordpress.com/?p=174#comment-81 [...] are Customers Too - A place for Personal Values Mr. Robert’s recent comment inspires [...] [...] are Customers Too – A place for Personal Values Mr. Robert’s recent comment inspires [...]

]]> By: Rudy Vidal http://rudyvidal.net/2008/05/loyalty-driver-survey-results/comment-page-1/#comment-80 Rudy Vidal Sat, 31 May 2008 18:22:12 +0000 http://willtheybuyagain.wordpress.com/?p=174#comment-80 Mr. Robert, thank you for your comment and insight. The advent of the Experience Economy is accentuating the importance of the experience vs. our old paradigm of importance on the product. Great product is now a "Minimum Busines Requirement". What matters is the experience and emotion we feel when we consume it. Robert, I believe we can change the world if we can show businesses the impact they can have on people's quality of life and consequently on the bottom line. Please let me know if I can assist you in any way, through material or data that can assist in the awakening of our student body to this important paradigm shift. Thanks again for sharing with us. Mr. Robert,
thank you for your comment and insight.
The advent of the Experience Economy is accentuating the importance of the experience vs. our old paradigm of importance on the product. Great product is now a “Minimum Busines Requirement”. What matters is the experience and emotion we feel when we consume it.

Robert, I believe we can change the world if we can show businesses the impact they can have on people’s quality of life and consequently on the bottom line.
Please let me know if I can assist you in any way, through material or data that can assist in the awakening of our student body to this important paradigm shift.
Thanks again for sharing with us.

]]> By: Robert Braathe http://rudyvidal.net/2008/05/loyalty-driver-survey-results/comment-page-1/#comment-79 Robert Braathe Sat, 31 May 2008 10:33:00 +0000 http://willtheybuyagain.wordpress.com/?p=174#comment-79 As I have been telling my students lately, it is now prime time for those who offer over the top service to shine. Any market like today is a breeding ground for the best people have to offer. With product differentiation being so minimal in many industries (oil, banking, computers), it's XCS that really makes the difference. I drive out of my way to get coffee from my favorite coffee place because I'm "Mr. Robert" there. Yet a Starbucks is a Starbucks is a Starbucks. If one is there, I will go, but if there is another place where everyone knows my name, I'd just as well go there, or buy a box of tea and make it at home. As I have been telling my students lately, it is now prime time for those who offer over the top service to shine. Any market like today is a breeding ground for the best people have to offer. With product differentiation being so minimal in many industries (oil, banking, computers), it’s XCS that really makes the difference.

I drive out of my way to get coffee from my favorite coffee place because I’m “Mr. Robert” there. Yet a Starbucks is a Starbucks is a Starbucks. If one is there, I will go, but if there is another place where everyone knows my name, I’d just as well go there, or buy a box of tea and make it at home.

]]> By: Rudy Vidal http://rudyvidal.net/2008/05/loyalty-driver-survey-results/comment-page-1/#comment-77 Rudy Vidal Fri, 30 May 2008 02:56:12 +0000 http://willtheybuyagain.wordpress.com/?p=174#comment-77 Ddr, thanks for your comment. Yes, this is one of the reasons I initially questioned whether I should share the resutls or not. I believe the symmetry is the result of sample size. I’m sure if we had a larger sample we would have seen a lower weight in the propensity to repurchase of the dissatisfied segment. I still thought it worthwhile sharing, since it begins to tell the story that Satisfaction is not the source of loyalty. Thanks again for visiting the blog and sharing your experience and knowledge. Rudy V Ddr,
thanks for your comment.
Yes, this is one of the reasons I initially questioned whether I should share the resutls or not. I believe the symmetry is the result of sample size. I’m sure if we had a larger sample we would have seen a lower weight in the propensity to repurchase of the dissatisfied segment.
I still thought it worthwhile sharing, since it begins to tell the story that Satisfaction is not the source of loyalty.
Thanks again for visiting the blog and sharing your experience and knowledge.
Rudy V

]]> By: Ddr B http://rudyvidal.net/2008/05/loyalty-driver-survey-results/comment-page-1/#comment-78 Ddr B Thu, 29 May 2008 17:37:06 +0000 http://willtheybuyagain.wordpress.com/?p=174#comment-78 I am surprised theat the data appears normal (symmetric). I have been reviewing customer sat survey data for more than 30 years and have yet to find a symmetric distribuition of responses. I think you may be correct when you suggest it ios the size of the sample. It might also be that the sample is not a probability sample. I am surprised theat the data appears normal (symmetric). I have been reviewing customer sat survey data for more than 30 years and have yet to find a symmetric distribuition of responses. I think you may be correct when you suggest it ios the size of the sample. It might also be that the sample is not a probability sample.

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