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Robert Howard 
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| Location: | United States | |
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| Robert Howard's Articles |
Articles 1 - 16 of 16 |
- Can A Strong Brand Beat a Recession?
Jun 12, 2009
Despite dismal economic and business conditions, two companies with strong brands seem to be oblivious to the chaos that surrounds them. In an...
Category: Branding
- Time to Rethink Customer Loyalty
Feb 3, 2009
Most businesses understand the tremendous value associated with highly loyal customers. Unfortunately, the traditional loyalty model has grown...
Category: Marketing and Advertising
- The Right Way to Measure Your Customer Experience
Feb 1, 2009
Attempting to measure the customer experience with a single metric such as customer satisfaction or customer advocacy is overly simplistic and...
Category: Marketing and Advertising
- Cultivate Relationships to Increase Margins
Dec 17, 2008
A critical component of customer relationship management (CRM) - and yet often overlooked - is the cultivation of existing customers. Companies...
Category: Customer Service
- A Tale of Two Projects
Nov 22, 2008
A short story about how a single project can take on two distinctly different personalities.
Category: Project Management
- The Customer Experience Process
Nov 17, 2008
Companies seeking to become more customer-centric should define the customer experience as a formal end-to-end process in their organization.
Category: Branding
- Invasion of the Loyalty Cards
Nov 16, 2008
Consumer's key chains and wallets are being invaded by an ever increasing number of loyalty cards. Will they eventually reach a point of...
Category: Customer Service
- Improve Maturity with Capabilities
Oct 21, 2008
In today's fast-paced business environment, businesses need a performance framework that can grow over time, be benchmarked against the...
Category: Project Management
- 5 Customer Experience Management Myths
Sep 20, 2008
The rapid rise to the top echelons of strategic priority has brought an unfortunate side affect; numerous customer experience management myths have...
Category: Customer Service
- Customer Experience: Fine Architecture or House of Horrors?
Jun 28, 2008
Losing site of the big picture can happen to even the best of businesses. When short-term business challenges inevitably arise, decisions can be...
Category: Customer Service
- If the Economy Sours, What Will Your Customers Do?
Dec 7, 2007
Recent news coming from Wall Street won't exactly fill your stockings with Holiday cheer. In fact, it may make you think about tucking a bit of...
Category: Strategic Planning
- Three Online Trends That Will Impact Your Business
Nov 12, 2007
So, you think that e-Business died in the dot-com bubble of the 1990's? Think again; businesses can no longer ignore three trends that are...
Category: E-Commerce
- Hi, How May I Offend You Today?
Nov 6, 2007
As an American consumer, chances are that you have been offended in some way by a company this year. It hasn't always been that way. Before the...
Category: Customer Service
- Learn The Secrets Of Customer Experience That Drive Ultra High Business Performance
Sep 3, 2007
Customer satisfaction can be an extremely valuable business asset. In fact, companies that lead in customer satisfaction have proven to achieve...
Category: Customer Service
- Every Project Should Connect the Dots
Aug 17, 2007
In today's business world, implementing projects is the way that things get done. But not every project is created equal. Some projects can create...
Category: Project Management
- Loyalty Shouldn't Be Your Customer's Problem
Aug 17, 2007
As loyalty programs have expanded throughout businesses everywhere, a typical customer can be overwhelmed with tokens, loyalty cards, coupons, and...
Category: Customer Service
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