Insights Blog

Influencing Purchasing Choices in Your Favor
Strategy, strategic planning PJ Santoro Strategy, strategic planning PJ Santoro

Influencing Purchasing Choices in Your Favor

The consumer decides. Always. If they purchase, when they purchase, where they purchase, how much they purchase, and how frequently they purchase - no matter how you look at it, the consumer always decides. So what can you do as a brand to ensure the consumer is always choosing you? Do five things well, and you can tilt the scales in your favor when that purchasing decision is being made…

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Commentary, Customer Engagement, Loyalty PJ Santoro Commentary, Customer Engagement, Loyalty PJ Santoro

Uber Switching Costs Could be A Lyft

Uber and Lyft both share the “real estate” of a driver’s window and the driver’s phone.  While the driver’s window is a moving billboard for both companies, switching costs are super low for the driver, and more importantly, the rider.  Indeed, rider loyalty is considerably dependent of the quality of the last trip they took. While surprise and delight tactics hook the rider, over the long term, how does Uber “vest” the rider relationship?

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Be Good to Each Other & Galvanize Customer Loyalty

Ya know, Kudos to Starbucks for their College Achievement Plan. Seriously.  The plan offers eligible full and part time employees full tuition coverage to earn a bachelor’s degree from Arizona State University.  Starbucks gets that this employee benefit will generate greater customer loyalty. I’m sure you’re thinking, “Wait, what? An employee tuition program fosters customer loyalty? She is nuts.”  Hang with me here; let me explain

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