Customer Loyalty

Price, performance, and reliability are just the ticket to play. So why is it that the biggest players in almost every category are all stuck at the same average trust scores? It comes down to two things: Perception and Perspective. 1. The "Logic" Gap If you aren't more trusted than the field, you don't have a trust advantage. Effectively, you have given your audience no logical reason to trust and choose you over the others. You are a commodity. In many categories, all play

Looking at responses on a 0 to 10 scale, customers who gave 0 to 6 scores weren’t very loyal. They didn’t spend much and often needed a lot of service, which made them a costly group. Scores of 7 and 8 showed some positive sentiment but no strong loyalty or growth. But the 9s and 10s? They behaved differently. They stayed longer, spent more, and actively recommended. So, the NPS formula was created: subtract the percentage of detractors (0 to 6) from promoters (9 to 10). The

Trust matters everywhere — with customers, your people, investors, regulators, and the media. But most importantly: do you know how to...

You’ve probably seen it many times. The conversation turns to trust – its importance, how vital it is – and then... it fizzles . The...

The Problem: Most organisations implement loyalty and NPS programmes without measuring—or even understanding—their trust drivers. Yet...

The Fragile State of Customer Loyalty in Financial Services: Why trust is the key to retention

Trust. It’s not just a ‘nice to have’—it’s the key driver of customer loyalty. And in today’s competitive market, loyalty isn’t just about