CI Blog 170404 B22 clarity std-sz (2)

Customers want CLARITY!

We interviewed a customer last week whose only complaint about their Supplier was that they needed to provide clarity.  We decided to find out how our client could unpack the desire for “clarity” and we discovered 3 things companies could have their Customer Service Representatives (CSRs) do to provide more clarity and a more satisfying
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CI Blog 170321 B21 std-sz (1)

Do You Have Your Cart Before the Horse?

Brand loyalty has been a focus for many companies recently.  In an effort to distinguish their companies from the pack, they have tried to create new buzz and recognition around their brand identity to increase brand loyalty.  But that may be putting the cart before the horse. If we say that brand loyalty is the
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CI Blog 170307 B20 early warning system std-sz (1)

Do You Have an Early Warning System?

One of our clients recently said: “What I value the most about working with Client Insight is the ongoing comfort of knowing that we are doing what we should be doing with our customers. It provides us the validation that what we are doing is correct. It is in effect, an Early Warning System when
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Sometimes the smallest actions can initiate huge results. Take customer feedback, for example. What if your customer provides very positive feedback about an interaction with a particular employee? What if the employee went ‘above and beyond’ to make this customer happy? What if the employee found out how the customer reacted to their excellent service?
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Third Party NPS Score (1)

Want an Accurate NPS Score? Send in the Pros

Source: The Radical Ear In 2003, Fred Reichheld of Bain & Company and Satmetrix Systems introduced the customer loyalty metric which was trademarked as the Net Promoter Score (NPS). Determining a Net Promoter Score for your company is vital to understanding if your customers will purchase your products or services and also, if they will
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CI Blog 170117 B17 Customer U Turns

How to Create Customer U-Turns

Even the very best companies occasionally have unhappy customers, and many have discovered the secrets to turning them back into happy ones before they leave and switch brands. Key to turning around a leaving customer is how your company responds to the customer’s frustration when it occurs.  The more time that passes between when the
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Customers Like to Give Feedback….What?

A little known secret about your customers is this…..they actually like to give feedback. What? Yes, when it is for altruistic reasons. In other words, if they believe there is a genuine desire to listen to what they have to say, negative or positive. So why is it so hard to obtain customer feedback, you
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3 Roads That Send Customer Loyalty Over a Cliff

Did you know your company might be sending its customer loyalty over a cliff? You are Not Rewarding Loyal Customers Are you taking your customers for granted by assuming that customers who repurchase are loyal?  But do you know why they repurchase? Customer loyalty cannot be assumed, or taken for granted. You need direct customer
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Three Golden Keys

3 Keys to Customer Loyalty

Customer loyalty is not the Holy Grail of marketing. It’s not rocket science either. It turns out there are three very simple keys to capturing customers loyalty…and keeping it. 1. Reliability Reliability forms the basis for customer loyalty, and it is developed over time. Your customers need to see that your company doesn’t just make
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Where Does Your Customer Feedback End Up?

There are essentially two destinies for the customer feedback you currently collect: It ends up in the office ether. (e-ther noun: the clear sky; the upper regions of air beyond the clouds.) You develop an internal process to leverage customer feedback to improve your business. The primary reason to gather customer feedback is to improve
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