2007 Customer emotions Customer retention Sales 
Beyond Philosophy
NOVEMBER 10, 2014
In the United Kingdom, the NCSI portfolio earned a return of 59 percent from April 2007 to June 2011, and the FTSE 100 had a negative return of 6 percent.” In addition, higher levels of customer satisfaction are tied to high levels of positive cash flows with low volatility, and positive earnings surprises. Sources: Digby, James. “50
Beyond Philosophy
JUNE 4, 2015
More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. To understand customers, the effective enterprise needs to think in human, emotional terms. Kotler picked up a theme that was articulated in the 2007 book, Firms of Endearment.
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