I developed the models for this formula while I was in the Marketing and Customer Lifecycle industry of corporate America. These strategies created programs that retained millions in revenue as well as ROIs upwards of 16 to 1.
The Duration and Choice Model is used to help you discover how much of an investment you should make in your Customer Loyalty and Retention Efforts.
The Relationship Cycle Model helps you correlate the natural human relationship with the business relationship. This allows you to better understand the customer lifecycle and know what kind of treatment is needed in that part of the relationship.
Based on Maslow's Hierarchy of human needs, the customer has an order in which we must satisfy their needs if we want to engage them in more of a relationship and hence more of their share of wallet.
Fact: Customer relationships mirror human relationships.
The Human Customer Experience is a guide that will lead you through understanding the three concepts of Customer Experience and Relationships: Duration and Choice, Relationship Correlation, and Customer Hierarchy of Needs. You can use this model to build a customer experience strategy for your company. You will build stronger customer relationships enabling customer loyalty leading to more revenue generation. At under 40 pages, you can easily read this cliff notes version in a single sitting and then start your journey to improved customer relationships.
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