Posts Tagged ‘Customer Loyalty’
A Bird in the Hand
Short of your employees, there is no one more important to your business than your current customers. We give this incredible lip service but our actions suggest we don’t actually believe it. Think you’re different – check your marketing budget. What percentage of it is spent on your own bird in the hand – your…
Read MoreDo Your Customers Give You Chances When You Screw Up?
Everyone makes mistakes. It’s part of human nature. But what happens when your business or organization makes a boo-boo? Do your customers forgive you completely? Well, according to a new study by Blis, most U.S. customers are unforgiving when you screw up!! One point to note… the study entitled, Consumer Hierarchy of Needs, included consumers, not business customers, but who knows?…
Read More5 Ways to Turn Indifferent Customers into Raving Fans
Providing good customer service just isn’t enough anymore, not with companies the world over clamoring for the dwindling dollars consumers spend. And heaven forbid your customer service should be classified average! That could, literally, be the death of a company if it’s not turned around quickly. Encourage your team to take customer service from bland and…
Read MoreHow One Chain of Pubs Uses Text Message Marketing to Skyrocket Repeat Customer Visits
A few weeks ago I had the opportunity to sit down and speak with Dave. Dave is the independant marketing manager for Sammie’s Pub & Lotto, Blackjacks On Commercial, Cheers of Salem & the newly opened Sammie’s Pub & Lotto West in Salem Oregon. Salem is the capital city of Oregon, and is an hour…
Read MoreHow Weak Leadership Impacts Customer Loyalty
Customer experience is foundational to the success of your organization. As a customer experience expert, and as a customer myself, I have seen my fair share of customer experiences ranging from exceptional to downright disturbing. Check out Sometimes Truth is Stranger than Fiction and Is Your Customer Focused Language Important? for more about interesting customer service experiences. One thing that…
Read More8 Principles for Keeping Customers with You for Life
Most businesses spend big money testing their brand logo, catchy marketing phrases, and demographics, but spend little time training and validating that their employees can and do deliver memorable experiences to their customers. The result, according to an often-quoted Gallup survey, is 70 percent of workers not fully engaged, and poor customer experiences. The customer experience…
Read More10 Tips for Impeccable Customer Service and Repeat Customers
Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to be able to stand out from the crowd and offer truly great customer service instead of just empty promises, here are ten great tips that will help. There are two ways to fix…
Read MoreLoyalty Models, Part 2
In the previous blog, the general form for the construction of a loyalty model was postulated. A base equation hypothesized that loyalty could be described by measuring the strength of the relationship between the company and its customers. A sub-model was proposed to show that the strength of the company-customer relationship could be explained by…
Read MoreThe Generational Shift in Brand Loyalty
What is brand loyalty? There are still plenty of people out there who buy the same brand of toilet paper every time they go to the store, but brand loyalty is about more than that these days. Brands that retain customers are the brands that make a superior quality product, have excellent customer service, and…
Read More3 Reasons Why Customer Service Should Exceed Expectations
In our last article, we discussed 4 Steps to GIVE Exceptional Customer Service. Now we want to go over some of the key reasons why it is so important that customer service should be exceptional—to exceed expectations. If customers are receiving exceptional customer service, they would naturally have a tendency to return to the same store…
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