Archive for customer retention
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 [...]
Customer Service Skills Make an Impact on Profits
Small business owners are recognizing that delivering excellent customer service impacts their bottom line.
I was at a business conference last weekend and found it interesting that so many business leaders and owners were a bit surprised to realize the financial impact that delivering excellent customer service can make in their business – either positively or [...]
Customer Service Impacting Stock Performance?
Deliver excellent customer service and experiences, watch your stock value rise!
Finance has historically been a bit removed from the overall focus on Customer Experience Management, improving customer service, and the customer retention rates. The bottom
line and stock performance have been exact measurable benchmarks that they can report to the shareholders and management.
Lately, the financial [...]
Customer Satisfaction and Service Lessons Taught by my Hairdresser
As I was leaving my hair appointment yesterday, I wished I could send big businesses to Mary to learn about customer satisfaction,customer service skills, and training. She really makes it a wonderful customer experience. I realized why I’ve stayed with the same hair stylist for more than 7 years……
I ALWAYS leave with a smile on [...]
What Can Your Business Learn From a Carpet Cleaner?
While I was having my morning coffee and watching the first few minutes of a talk show to start my day, there was a commercial for Modernistic Cleaning. Modernistic Cleaning is a Michigan based carpet, upholstery, and tile cleaning company. The thing that struck me about this particular commercial is that they featured the “Voice [...]
Is Your Customer Experience Transformation Consistent?
Transforming your customer’s experience is successful only after you have made it a consistent expectation.
Your customers are already having an experience, good or bad, when they do business with you. When you are looking to transform the experience, the key is to look at every part of your business through the eyes of your customer. [...]
Ask Your Customers Why They are Leaving, Don’t Hold Them Hostage
Earlier today, I set about the daunting task of going through my emails and unsubscribing to those that I don’t find useful, relevant, or simply don’t have time for. I receive close to 135 emails daily, so I perform this task every few weeks.
Most of the emails are very easy to unsubscribe from. They have [...]
Making the Extra Effort Creates an Experience – Part 1
Making the mundane memorable is the key ingredient in customer experience management.
I had the good fortune to attend a luncheon today held by the Grand Rapids Business Journal honoring the 50 Most Influential Women in West Michigan. It was wonderful to see the efforts of so many women pay off and be recognized for their [...]
Set the Expectation for Quality Customer Service
Dear Manager,
In order for us to better understand how to improve the customer service that we are delivering, we do need you to tell us and show us exactly what you would like us to do.
How do you want us to act? Is there a specific way that we should greet our customers? What are [...]
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 [...]
