Category Archives: Customer Lifecycle

I swim between 2,000 to 3,000 yards, four days a week before work. It sometimes makes for a stressful time getting out the door in time, but the physical and mental health benefits more than offset that. When I’m exercising regularly and eating right, I … Read More »

AJosey Author: AJosey
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Actually Give a Rip


Seven months ago I called a contact for the first time. Having studied nonverbal communication and voice tonality, I immediately recognized the contact’s receptionist was burdened with something heavy on her spirit. Putting my goals aside, I learned her sister was diagnosed with cancer the … Read More »


Today, we soft launched a small scale test of a new social good/social media application called SOGO, which stands for Share One Get One. SOGO brings together a company and a non-profit to provide consumers a fun way to get a freebie while supporting a … Read More »

Author: ZSwire
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Okay, at first, I wanted to give Starbucks props for making a great move forward. Unfortunately, I can only congratulate them on the changes to the app. What did Starbucks do? Well, they finally listened to their customers and decided that their mobile payment app … Read More »

Author: ZSwire
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Recently, Zack Swire blogged about his experiences with Starbucks. You’ll want to intimately understand what happened here, so you can avoid making the same mistakes Starbucks did. By understanding what happened, and making yourself aware, you will be in a better position to prevent such … Read More »


Starbucks’ loyalty program has some flaws. Let me explain… HOOKED I don’t recall the first time I got hooked on that sweet milk and espresso. It was sometime before I began working for Starbucks back in 1997. After a couple years there, I no longer … Read More »

Author: ZSwire
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FREE Drives Me Crazy


Remember the last time you picked up a FREE coupon for something? Maybe even for something you never needed before? I’ve noticed that something happens inside me when I see FREE. It’s hard to describe, but it just feels good. So What’s So Exciting About … Read More »


NO ONE WANTS TO LOSE CUSTOMERS A lost customer is expensive to regain, and the damage they can do in the offboarding process can be much, much, much worse. HOW DO YOU IDENTIFY “AT RISK” CUSTOMERS? Typically, we sort our clients’ data by customer value … Read More »


So what’s customer off-boarding anyway? Customer off-boarding is a process where a customer gets SLOWLY detached from a company, mostly as a result of disappointment and distrust. This process presents a great challenge as well as a tremendous opportunity for companies. Customers raise multiple red … Read More »


A Little Bit More


COSTLY EXPENSE OF POOR CUSTOMER SERVICE Companies across all industries exercise tremendous marketing efforts to ensure previous, current, and potential new customers that “the customer is king” and that customer service is something that is taken very seriously. But how can it be that most … Read More »

SSimon Author: SSimon
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