Scott Zimmerman

Are satisfied customers always loyal? I think that’s an interesting question and wanted to get some answers from this group.

Too often, companies assume that satisfied customers and customer loyalty are interchangeable terms. They end up being shocked when they lose customers who previously appeared satisfied with service levels. As a result, many companies are struggling with the new reality in today's experience-based economy -- satisfied customers are not necessarily loyal.

Having a satisfied customer means you are giving your customer what you said you would. A satisfied customer places trust in the product and may feel comfortable buying it from any number of suppliers. The loyal customer trusts the supplier and may feel more comfortable switching products or services than buying from someone else. Further, they extend their loyalty not only to that product or service, but also to the whole portfolio of the companies’ products and services for the better...

With the rise in cross-channel purchasing options, consumers are increasingly agnostic as to whether they buy their goods in-store, over the phone or online. Even in the case of high ticket purchases such as refrigerators, washing machines and beds - the only ‘human’ experience a shopper might have of a company’s brand is in the final product delivery. Consumers have become ‘prosumers.’ They take an active and vocal role in the brands they choose. And, in today’s world of Yelp, Twitter and YouTube, a single act of poor delivery can have far reaching brand impact in terms of loyalty and word of mouth. Increasingly, the quality and timeliness of door-to-door delivery makes or breaks the brand experience.

As well as brand impact, there are the significant advantages to the bottom line that highly orchestrated and timely delivery systems offer. But here’s the rub, mobile and ubiquitous communications mean that customers are now constantly moving targets; what’s more...

As the healthcare reform bill leaves Washington and makes its way into the American health system, the rhetoric is over and the task of implementation begins.

From the greater regulation of private healthcare insurance, to the coordination of chronic disease management and care compliance, the prohibition of preexisting condition exclusions, to the establishing of performance measures on quality of care and improved health outcomes, and removal of barriers to preventive services in Medicare – the next five years or so will see the healthcare industry struggle with now ‘mandated’ expectations to do more with less.

Regardless of the politics, one thing is certain, managed and preventive care will play an increasingly critical role in the long-term health of healthcare – and Americans. The role of technology will be thrust to the foreground. It already plays a strong role tracking and enabling provider-patient managed care compliance; and outbound notification...