Archive for Customer loyalty
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 [...]
Welcome Customers into Your Home
I was having a morning meeting to review upcoming products at my favorite local coffee house, Epic Coffee in Rockford, MI. I had the opportunity to meet the owner, Sarah, and complimented her on the success of the shop and the great feeling I always get when I am there. She thanked me [...]
The Customer Experience Tells the Story – Good or Bad
There is an article in the Post Tribune today that proves a very good point – People don’t value your product or service that you sell nearly as much as the experience you provide for them.
The industry that is spotlighted in this article is the gaming industry. Right off the bat it recognizes that people [...]
Customer Satisfaction is Your Fault or Your Glory
I was recently speaking with someone about the people in their organization and how to increase the drive to deliver excellent service.
The discussion revolved around two main issues that are relevant in ANY organization -
1) Customer Service and Satisfaction is a trickle down effect starting with the CEO and management that is a leadership by [...]
