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Part 1: Improving the insurance stage of the customer journey and its touchpoints...Read
Psychological safety: how to build team that speak up before problems get worse
Psychological safety: how to build team that speak up before problems get worse
A good number of workplace problems persist because no one feels safe telling the truth. Here's a practical, five-step guide to building psychological safety in your team, before small issues become expensive ones....Read
How to build trust for your insurance company
How to build trust for your insurance company
Most Nigerians distrust the insurance sector, even without personal experience of it. Here's a practical framework for building real trust, reputation, and loyalty at your insurance company...Read
Don't rely on NPS alone, here's what truly proves customer loyalty
Don't rely on NPS alone, here's what truly proves customer loyalty
Can you tell how much of your revenue comes from customers you've retained, versus new customers referred by them? Find out here...Read
Do discounts really build customer loyalty or improve long-term profit?
Do discounts really build customer loyalty or improve long-term profit?
Discounting seems like a quick fix, but it can it erode margins, trust, and loyalty? Here's when discounts backfire and when they actually work....Read
Beyond transactions: How leaders design experiences customers return for and talk about
Beyond transactions: How leaders design experiences customers return for and talk about
The brands customers remember, return to, and recommend are the ones that deliberately design for that emotional outcome. Here are two ways to begin designing experiences that drive both loyalty and profitability....Read
How to keep customers coming back to your restaurant, lounge, or cafe
How to keep customers coming back to your restaurant, lounge, or cafe
With this kind of advantage, customers will easily choose your brand again, making it easier to fill your restaurant, lounge, or cafe without constant promotions...Read
How customer loyalty protects and multiplies investor returns
How customer loyalty protects and multiplies investor returns
How loyalty-led growth creates stable, predictable cash flow that cushions against market shocks and economic downturns....Read
Only 3% of customers recommend a brand purely for its ethical standing. In contrast, 44% recommend a brand because of the emotional connection they feel. Is your team capable of impacting customers emotionally during interactions?...Read
The more memorable and emotionally resonant your customer experience, the more customers are likely to return and tell others too...Read
Emotions account for 50% of business value. As a business leader, if you don't intentionally operationalize emotions, you'd be missing out on 50% chances for growth...Read
Without knowing it, Zappos successfully built a culture that helped them hit their $1B gross merchandise sales goal 2 years earlier than planned...Read
Customer loyalty isn’t something you can buy with discounts or lock in with points. It is a response to how your business operates on the inside...Read
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