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Home / Archives for Customer Loyalty

Customer Loyalty

How Weak Leadership Impacts Customer Loyalty

Nov 14, 2017 By Bill Hogg

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 […]

Filed Under: Customer Service Tagged With: Customer Loyalty, Leadership

8 Principles for Keeping Customers with You for Life

Oct 18, 2017 By Marty Zwilling

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 […]

Filed Under: Customer Service Tagged With: Culture, Customer Loyalty

10 Tips for Impeccable Customer Service and Repeat Customers

Oct 9, 2017 By Bill Hogg

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 […]

Filed Under: Customer Service Tagged With: Customer Experience, Customer Loyalty, Customer Service

Loyalty Models, Part 2

Sep 28, 2017 By Bill Bleuel

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 […]

Filed Under: Customer Service Tagged With: Customer Loyalty, Relationships

The Generational Shift in Brand Loyalty

Sep 15, 2017 By SmallBizClub

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 […]

Filed Under: Customer Service Tagged With: Customer Loyalty, Infographics, Millennials, Trends

3 Reasons Why Customer Service Should Exceed Expectations

Sep 7, 2017 By Bill Hogg

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 […]

Filed Under: Customer Service Tagged With: Customer Loyalty, Customer Service, Word of Mouth

6 Crippling Customer Service Non-Calls

Aug 31, 2017 By Susan Solovic

The most devastating customer service calls are the ones you don’t get. They are far more damaging to your business that the ones you get a chance to answer and respond to. When you have an irate, disappointed, or troubled customer on the line or in front of you, you have the opportunity to turn […]

Filed Under: Customer Service Tagged With: Customer Loyalty, Customer Service, Mistakes, Solving Problems

Building a Loyalty Model

Aug 28, 2017 By Bill Bleuel

The kind of loyalty model I will be discussing in the next several blogs is a basic business model that is often used in strategic management. The basic premise of the model is that customer loyalty leads to profitability. The purpose of this model is to develop an understanding of the business components that contribute […]

Filed Under: Customer Service Tagged With: Customer Loyalty

Illegal Loyalty Programs

Aug 4, 2017 By Bill Bleuel

What could be illegal about a customer loyalty program? It seems that almost every business has some form of loyalty program. There are loyalty programs for grocery and clothing stores, airlines, and just about every other business that would like to create some form of relationship (loyalty) with their customers. An article written by Tim […]

Filed Under: Legal Tagged With: Customer Loyalty, Legal Issues, Policies

Why Bother with Loyalty?

Jul 21, 2017 By Bill Bleuel

Some research suggests the customer loyalty may not be enough. A study was done by Timothy Keiningham, Lerzan Aksoy, Alexander Buoye, and Bruce Cooil that has some interesting findings. They performed a two-year longitudinal study of more than 17,000 consumers and examining purchases in more than a dozen industries in nine countries. According to the […]

Filed Under: Relationships Tagged With: Competition, Customer Loyalty

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