Yes, believe it or not, the topic of ‘customer loyalty’ made it as the feature of a segment on the business and financial news network CNBC. The question was whether or not it makes sense for companies to invest in customer loyalty, and if it does, do companies that invest in customer loyalty make better investments. Click here to see the segment – but hurry, I’m not sure how long the segment will be available:
The interview included Jim Kane (The Brookside Group), Les Satlow (Cabot Money Management) and Vince Farrell (Scotsman Capital Management), and was led by Michelle Caruso-Cabrera. The essence of the piece was that it does make sense to invest in customer loyalty, but investors will first look for strong operational performance and growth in market share before looking to assess a company’s customer loyalty.
My concern with the segment is that they never really took the time define customer loyalty and how an investor would measure it along with operational performance and market share. Maybe they will do that next time …
Here’s to hoping that more segments relating to customer loyalty, and customer relationships in general make it to the bigtime in 2008 – Happy New Year!
Filed under: Customer Loyalty |