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Customer Loyalty

Customer-Centered Advocates

By on April 9, 2014

Organizational advocacy for the customer will be the difference-maker in the future. Because you understand their needs more clearly, they will advocate for you in return. That’s the essence of customer loyalty.

Anti-Complexity Officer

By on October 10, 2013

We have enough complexity already. Consequently, we have less and less patience with suppliers that expect us to figure out how to do business with them. We have heard a lot in recent years about the Chief Customer Officer (CCO). How about an Anti-Complexity Officer whose job it is to advocate for simplified processes for […]

Relevance for Customers

By on April 11, 2012

Organizations that become the “go-to” companies for information and expertise that their customers value are superseding the transaction-based model of customer connections by creating a network effect that is now far more important. That is the space which future customer loyalty will occupy.

The Future is Arriving

By on February 8, 2012

In every industry, there are exceptional performers that don’t have to look for customers. Instead, they draw them in by defining the future that these devotees want to be shown. Rather than trying to perfect what is already being done, Customer 3D companies question what is not being said and then go after that new dimension.

Superficial Relationships

By on December 1, 2010

Customer-centered organizations create a deeper relationship with customers. By moving beyond a product-centric, “A to B” mentality, their culture of continuous improvement for all of their customers builds a more substantive relationship. They are legendary, rather than ordinary.

The First Day of School

By on August 26, 2010

First-time customers offer a unique opportunity to gauge the quality of the customer experience that you offer. Use VOC feedback from this group to enhance the experience for all customers--new and returning.

Positive Customer Conditioning

By on August 18, 2010

Customer-centered organizations create positive customer conditioning through a system that delivers great company-wide ideas, not through transactional courtesy on the part of individual employees.

Anti-Complexity Officer

By on June 2, 2010

The Anti-Complexity Officer would advocate for simplified processes allowing no compromises internally when the customer is involved.

Customer-Centered Systems

By on May 26, 2010

One simple transaction can build an incredible amount of trust. Redbox took a potentially one-dimensional problem report and turned it into a three-dimensional experience for its customer.

The Pronoun Test

By on May 19, 2010

A simple pronoun can mean the difference between sustainability and stagnation for an organization. Customer-centered workplaces always think “outside-in” by figuratively bringing their customers inside and reflecting a mindset of helping the customer succeed.

Transforming Your Customers

By on May 12, 2010

Customer-centricity has a benefit that most organizations don’t fully understand and don’t fully utilize. It is understanding, at a deep level, what your ideal customers do, how they behave, and the personality traits that you want to encourage in them.

Beautiful Evidence

By on March 24, 2010

The Customer-Centric Index™ measures closeness with external customers and strength of relationships with internal customers. It's geared to focus on silo-busting. It's systematic and consists of highly-specific measures of the behaviors that experience has shown will make organizations more customer-centric.


By on October 21, 2009

Why are there organizations with customers that are "off the charts" in their loyalty? Customer-centricity creates a symbiotic relationship with customers. Hyper-loyal customers have a passion for converting others to become members of their "club" so that others can have the same great experiences.

Educated Customers

By on September 2, 2009

The organizations that will survive and thrive five years from now are the ones that have educated customers. That's because smart customers will remain loyal to suppliers that deliver high value. This value goes far beyond a generic product or service. It educates its customers as part of the relationship. Customer-centered suppliers understand this as […]

Greatness Without Customers?

By on July 29, 2009

It's amazing how organizations believe they can become great while ignoring their customers. Jim Collins' How The Mighty Fall: And Why Some Companies Never Give In builds off of his Good to Great and Built to Last tenets to analyze how successful companies get better, or conversely, how they decline. He describes how companies can under-perform by […]

Change We Can Believe In

By on July 22, 2009

I love it when people shake up the way we think. That is what we need in order to stay competitive in today's business environment. A growing number of new thought leaders are helping us to understand that the best approach to bringing about positive change is to structure our actions around being customer-centered. Pip […]

Be Notable

By on June 17, 2009

The greatest challenge of escaping the sameness of your product or service is to stay ahead of what your direct competition offers. Adjust the space that you operate in. That is, design and sustain a service that is truly different from the rest of your market segment. The key, of course, is to make certain […]

Loyalty Programs are Changing

By on June 10, 2009

Last week, I attended the Loyalty Expo, a showcase of the prominent suppliers using incentive rewards programs to drive their business growth. The good news is that some of the companies that are using these points programs are looking at new ways to drive loyalty by becoming more relevant and customer-centered. The old models are […]

The Age of Engage

By on May 20, 2009

The next great opportunity to drive customer closeness is optimizing the recognition of your most loyal customers. We live in the "age of engage", so success depends on developing an individualized relationship with important upper tier clients and an environment that encourages outstanding performance for this key subgroup of very committed customers. Ask yourself this […]

Customer-Centric Management is Non-Traditional

By on April 29, 2009

Much has been written about the successful partnership model epitomized by Procter & Gamble and Wal-Mart in a landmark collaboration started 20 years ago. However, in addition to the Information Technology and supply chain synergies that developed, the even greater lesson to be learned is that being customer-centric involves changing your organization chart in terms […]

The Quiet Revolution

By on April 22, 2009

Many well-intentioned companies tell us that they want to exceed our expectations. Unfortunately, in many cases, we are used to "unexpected" service at the transactional level, when, for example, an employee from a business provides us with great service. Now, what was once unexpected has become simply table stakes in the drive to differentiate your organization […]

Short-Term Thinking

By on March 25, 2009

Short-term thinking has plagued businesses for years, but in today's economic conditions, it is even more dangerous. Now is the time for change, not to stand still. Organizations in a survival mode resort to quick fixes such as downsizing and postponing expenses. Their leaders don't realize that they cannot recycle the ideas of the past […]

The Benefits of Being Customer-Centric

By on March 4, 2009

Being customer-centric is the best way to supercharge your organization. When I present to audiences about thinking like a customer, they all say they want to become more customer-centric. However, few of them can really articulate WHY they want to become that way. Let's explore the benefits of transitioning your organization to becoming more customer-centric. […]

The Most Important Question

By on February 25, 2009

The most important question that every organization must answer is "Exactly how is the customer changing?" Adrian Slywotzky and David Morrison, in The Profit Zone: How Strategic Business Design Will Lead You to Tomorrow's Profits, challenged businesses: "To create a strategic and dynamic perspective on the customer, one must have a clear and compelling point of […]


By on February 11, 2009

Why do satisfaction surveys have such a bad name? Because very little is ever done with the majority of them. And why is nothing done with them? Because the results are not actionable. Larry Bossidy in Confronting Reality: Doing What Matters to Get Things Right warns against shallow, "one-size-fits-all" surveys that are typically designed by the […]


By on February 4, 2009

When a plant is put in a window, over time it begins to lean toward the light. In the same manner, generous, abundant actions by businesses create a positive energy source that attracts customers. These suppliers are viewed as legendary, not ordinary.

Winning Streaks

By on January 21, 2009

It seems that in the 21st century, we are fascinated by winning streaks in business. In the same way in which we admire teams or individuals that can dominate their sports, we look up to companies who have had long-term success. However, recognizing these winning streaks is much easier than understanding how they become a […]


By on January 7, 2009

Your customers, by definition, are outside the "four walls" of your organization. Progressive, successful organizations, however, look for opportunities to invite customers to participate in their internal activities. It is a remarkable way to clearly validate customer-focus to all of your employees. It is also a way to inject new thinking that otherwise may not […]

The Year of the Customer

By on December 31, 2008

As we are about to begin a new year, please let me assure you that I am just kidding with the title of this post. Isn't it somewhat presumptuous to announce just one year for customers, when every day and every year should be devoted to them? It also makes you wonder what the other years […]

Creating Customer Mindshare

By on December 17, 2008

Thinking like a customer is unselfish. Barlean's CIO, Jade Beutler, describes his organization's efforts as "making things intuitive for consumers." But unselfish acts also pay off in ways that benefit us, as we all know. Barlean's is a Ferndale, Washington-based seller of organic nutritional products, such as fish oils and flax seed. They were founded […]

Make Good News Better

By on December 10, 2008

Great organizations are always inventing new ways to make customers' experiences more valuable. South African Airways focuses on higher performance by looking at each element of its service from the customer's viewpoint. For example, SAA prints letters from its customers with compliments or questions in its in-flight magazine, Sawubona. Not unusual. However, it answers each […]

What Can Your Customers Accomplish?

By on November 19, 2008

There's a difference between providing your customers only with the product or service that they expect and helping them achieve what they care about. How would it feel to offer your customers something that didn't cost you anything, but that delivered to them a powerful sense of accomplishment? CP Rochester in Rochester, NY knows all […]

The Meaning of Loyalty

By on November 12, 2008

Companies that want loyal customers must first develop a sense or attachment with their customers. The Chinese character for loyalty literally means, "from the center of the heart." representing the more emotional side of loyalty and sense of purpose.

Inspire Your Customers

By on October 29, 2008

It is much better to have inspired customers than simply satisfied ones. Metroparks of the Toledo (OH) Area understands this relationship with its customers extremely well. It has a Board of Directors' mandate to preserve land, so if the organization has $1 left to spend, that's where it is invested. Yet customers may not always […]

Customer Camaraderie

By on October 9, 2008

  When customers are suffering though really poor performance from an organization from whom they are buying a service, it unites them in a unique kind of camaraderie. Today is the six-month anniversary of the US Airways incident described in my October 8th post. This article is a tribute to Sonita, Marty, Evan, Samuel and […]

Creating Customer Closeness

By on October 1, 2008

Is there anything better than something that helps your customer and brings you more business at the same time? Probably not. The National Parks Service passport program is a great example. It was created in 1986 to promote the national parks and is currently operated by Eastern National to “promote the public’s understanding and support […]

I’d Rather Fight than Switch

By on September 10, 2008

Remember the newspaper and television ads from the Sixties that showed a smoker with a black eye (obviously put on with makeup) who was determined to keep his brand of cigarettes, even if he had to fight for them? Do you remember the name of the cigarette? (Tareyton) These ads, which ran from 1963 through […]

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