Archive for Customer loyalty
Loyal Customer Relationships – Do You Derail It Before You Even Start?
Customer loyalty is developed in many ways, yet they all fall back to one fundamental act – follow up after the initial contact.
Customer service is connecting the person with the product. It’s about making sure that clients know that we value their business, even if they have not yet had a business transaction with us.
Often [...]
Are Thank You Notes to Business Customers Silly?
Last weekend, I ran a 5K and it was very apparent that I needed new running shoes. Being that I’m not an expert runner (except in my own mind), I usually go to a department store, try on a few shoes, and buy a pair at a reasonable price.
This time, I took the advice of [...]
How to Turn Customer Problems into a Delight
I recently gave a webinar to a local malpractice insurance carrier’s clients. The subject was a template process to handle upset patients with empathy in order to reduce malpractice claims. I also wrote a long article for their publication to be distributed to their clients. The insurance carrier did compensate me for the webinar and [...]
Should Tiger Woods Contact Toyota to Win Back Sponsors?
Unless you’ve been living under a rock, you are most likely more than aware of the trials that Toyota has had recently in regard to their gas pedals. It has gotten so bad that they have stopped production of affected vehicles, had dealers in a “Stop Sell” mode, and have suffered financial losses as a [...]
Good Customer Service Can Grow Your Business, Even in a Down Economy
When I’m first approached to coach a client or give a presentation on customer service, people often ask me what difference good customer service can make on their bottom line. I’m quick to point out that by delivering excellent customer service, they will likely start to see a higher return on investment by means of [...]
Give the People What They Want!
How many products are there out in the world for us to use and consume? Trillions, if not more. How many companies actually ask you what you think of their products? Just a fraction of those trillions. How many companies actually consider and act on the feedback they receive? The number [...]
Fix Your Competitors’ Mistakes and You’ll Earn Their Customers
I was just reading a blog post on the subject of recent health and fitness club closures. The blog stated that most of the time, if the health club had a surety bond, the members would receive a refund for the unused portion of their membership term. If the club did not have a surety [...]
Customer Service and Chocolate – The Ideal Combination
Picture yourself taking over a franchise that had developed a reputation for poor service. Can you imagine how disheartening it would be to have old customers tell you how the previous owner had driven customers away with their poor customer service?
That’s exactly what one entrepreneur found when he purchased a Rocky Mountain Chocolate Factory [...]
Increase Customer Loyalty Through Social Media
Just a quick note on a blog post I ran across today…..
A gentleman wrote a blog post about loyalty marketing. He had an anecdote regarding a car rental tweet that earned the loyalty of a new customer.
“Chris Brogan, one of the social media mavens that I thoroughly respect and actually like too, told a story [...]
Support Your Staff – Your Customer Satisfaction Depends on it!
Yesterday, I was shopping at one of my favorite department stores, Kohls. I frequently shop there because their selection is good, prices are reasonable, and the customer service is usually fine. However, yesterday was not a day on which their service was to their credit.
I was standing in line to make a three item [...]
