Archive for Customer loyalty
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 for the [...]
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 [...]
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 [...]
Your Customer Satisfaction is Dependent Upon Your Relationship with Them
Why do you currently bank where you do? Is it because you have a relationship with a particular banker? Why do you stay with your current financial adviser? Most likely because you have a strong relationship with them. What level of customer service to you expect? What is the best way to develop relationships and [...]
Considering Customer Satisfaction Issues? Think Long Term and Lifetime Value
When clients are making requests of you, it serves your best business interest to think long term. 5% of your current customers are leaving because their friends and colleagues are telling them about the great service your competitors are providing. 9% of your customers are being lured away by your direct competitors discounts, coupons, or [...]
Tips to Raise Customer Satisfaction in Your Restaurant – It’s All in the Details
You’ve had a long day, you are exhausted, you are hungry, you don’t feel like cooking, so, you decide to go out to dinner. But, what factors determine where you go? In a recent poll online, many requirements were listed, but the overwhelming majority said that the smallest details raise the satisfaction levels more than [...]
Do You Tolerate Bad Service?
If you have staff in your organization that are providing poor service, you have two options – provide them the direction they need, or they need to be let go. By allowing just one staff member to provide poor service, it will become a festering problem quickly. It sends the message to your other staff [...]
What Gives “Gym Goers” More Customer Satisfaction?
There are more health clubs available than ever before to help people achieve their health and fitness goals. But, why do so many of them fail? They simply aren’t looking at their clubs from the perspectives of their customers. Here are five ways to key into the needs of your customers and keep them coming [...]
Restaurant Cleanliness – More Than Meets the Eye, It’s in the Customer’s Mind
Cleanliness in a restaurant is more important than most people realize. Aside from the obvious health codes and issues, the cleanliness perception of the customer is formed in areas not usually considered. Increase your customer satisfaction and loyalty of your patrons by paying close attention to the cleanliness of your establishment each and every day. [...]
