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Knowledge Center

Books, articles and reports we've published and issued

Our book, Capturing Loyalty, provides a detailed perspective of our views on customer loyalty and illustrates the magnitude of the financial gain that companies can realize by developing stronger relationships with the customers they serve. Please click here to read Chapter One, and for more information on Capturing Loyalty please click here.

This presentation offers a more concise, visual explanation of our strategic approach to maximizing customer loyalty. We also demonstrate how customer satisfaction and loyalty drive profitability and growth.

Many employers make the mistake of regarding their employees as mere line-item expenses, costs to be minimized rather than investments to be groomed. Turnover among the labor pool is encouraged and seniority frowned upon. Our article in Marketing Management magazine explains why this is short sighted and demonstrates how how to transform your employee base into a tool for true competitive advantage .

A Perspective From Our Research On The Best Way To Drive Sales Is By Focusing On Your Highest Potential Accounts download pdf

Exemplary studies we've worked on

A global biotech firm has lost significant market share after its patent on a childhood illness treatment expires.

A national big-box retailer is embroiled in a three-way competition for market supremacy.

A West Coast electronics and home-audio chain has experienced a five-year slide in market share and same-store sales.

A mail order retailer struggles with the transition from catalog and telephone orders to the Internet age.