Tag: Advocates

  • Are Discounts for New Customers Worth It?

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    by

    Jaime Valle
    in

    Have you ever seen an offer or discount ‘for new customers only’? It’s a great marketing and sales tactic to attract new customers, but what about existing ones? How do you feel when your bank or supermarket offers discounts and promotions to new customers but excludes you? Do you take this as an invitation to…

  • Revisiting the Apostles Model: Understanding Customer Behaviour in Today’s Context

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    by

    Jaime Valle
    in

    The Apostles Model was introduced by James L. Heskett, W. Earl Sasser, and Leonard A. Schlesinger at Harvard Business School in “Customer Satisfaction Is Key to the Extraordinary Success of Service Businesses” (1991). Their foundational work has been pivotal in shaping CX strategies, and their insights remain relevant even as other metrics are more commonly…