Archive for customer retention
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 decreases dramatically. The point [...]
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 [...]
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 [...]
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 for the [...]
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 [...]
Are Your Customers in the “Waiting Room?”
The other day I had an appointment for my yearly physical. I have been seeing this physician for many years and really appreciate him, his nurse, and the office staff. That being said, I fell victim to one of the things that patients state as their highest frustration in dealing with physician offices…. Waiting time [...]
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 [...]
Customer Satisfactions Depends on Consistency
I’m sitting in my “virtual office” while waiting for my son who is at math summer school. It is a small local coffee shop in my small town. The place is cozy, trendy and hip, good customer service, and the barista is starting to recognize me and is always friendly. Best of all, there is [...]
