Customers show their loyalty to brands with their spending power. Learn about the 3 steps to take to reboot your customer loyalty efforts.

Fantastic insight shared by Jennifer Batley on the latest Klipfolio podcast on the value of the Net Promoter Score (NPS) as a metric. In particular: --> Where it fits within your customer satisfaction toolbox as a whole --> Why the "total" score matters, but not as much as the upward or downward trend over time --> Why the timing of the question within the customer lifecycle is so important

Whether you're an entrepreneur seeking to disrupt a product category or an established organization in the midst of digital transformation, success will hinge on one thing: innovation.

In working with marketing, BI and sales teams over the years, I've noticed a regular misuse of the terms segments and personas. Although often used in complementary ways, they are not one and the same. Here’s how I would differentiate.

Your “brand” is the sum total of all your customers' experiences with your organization and every touchpoint matters.