Archive for customer retention
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 [...]
The MOST Important Customer Service Skill – SMILE
It’s interesting that I get a standard response when I ask people what they appreciate the most about doing business in person. The response usually is “They smile at me right away.”
A smile is a universally understood gesture that knows no limitations. It is understood in all languages and cultures. There is no room for [...]
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 [...]
Passing Judgment On Your Customers?
I just came across this article in the New York Times and literally could not believe it. In the article, Complaint Box – Hard Sell the author tells the story of the personal judgment that was made about her desire NOT to open a separate bank account in her name only upon her marriage. The [...]
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 Farewell is Just as Important as the Hello
I was just interviewed for an article for National Oil & Lube News about the importance of the proper farewell to the customer at the end of a business transaction. The farewell is one of the many components of a successful customer/business relationship. Customer service is building relationships to make our customers feel special and [...]
