brand

What are you really doing for your customers?

August 4, 2009

We hear a lot about customer experience and going the extra mile for our customers. And these are good things. Every employee in every business should pay attention to these. But it’s not just the employees who are responsible for this. Management has to lead the charge. If you want more loyal customers, the kind [...]

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Consistency builds trust

June 30, 2009

Here is your Daily Dose of Amazing Service: Consistency builds trust. And here are some additional thoughts on this topic… Long term, sustainable increases in customer loyalty require trusting relationships between customer and companies. As a customer, I’ll keep doing business with you if I believe your goal is to help me. The more I [...]

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Why Are Big Brands Losing Customers?

June 22, 2009

Today Pointer Media Network released their study: “Losing Loyalty: The Consumer Defection Dilemma.” It shows many large well-known brands have lost a lot of loyal customers in the last year. According to the report, less than half (48%)of customers considered highly loyal remained highly loyal   from 2007 to 2008, for the brands included in this [...]

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Customer Service Carnivale: June 22, 2009

June 22, 2009

Welcome to the June 22 edition of the Customer Service Carnivale. This week we have contributions from across the globe with ideas and suggestions to help you improve your customer service. We start with Shaun Sayers at Capable People. Shaun asks what has happened to great customer service as he shares some of his recent [...]

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Why Does Jay Leno Like Subway?

June 2, 2009

Jay Leno was spotted hauling some subs out of an LA Subway yesterday. It’s nice to see the late night superstar and I have at least one thing in common. Like Jay Leno, I am a sub shop customer. In my town we have a mixed bag of sandwich shops, from the biggies (you know: [...]

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For More Loyal Customers, Manage Your Points of Experience

May 20, 2009

Our companies are created by every action taken by employees. These actions create Points of Experience (POE). Every POE creates an experience for our customers. The sum total of all POEs is our company. It’s how people see us and what they think about us. It’s our reputation, our image and our brand. It’s the [...]

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Keep Your Customers by Avoiding Toxic Revenue

March 20, 2009

A couple months ago I was managing an event for a nonprofit I work with. Prior to the event our speaker indicated he did not need a screen or projector for his presentation. Then, at the event, (an hour or so before his presentation) he changed his mind and asked for a projector and screen. [...]

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Why Slogans are Worthless (and What You Should Use Instead)

December 15, 2008

Slogans are worthless as a marketing tool. It’s not their fault. It’s because we’re asking them to do something they’re not built to do. It’s like trying to win the Daytona 500 with a Yugo. The poor thing just doesn’t have the horsepower (or any other capabilities) to do the job. The same is true [...]

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Six Steps to More Loyal Customers

July 29, 2008

We all know it’s important to have loyal customers. But do you know how important it is? A study by Bain & Company suggests that a 5% increase in customer loyalty can improve profitability by anywhere from 25% to 95%. It shows us there are big opportunities available for owners and managers who are willing [...]

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The Smart Marketing Formula – Part 1

August 10, 2007

A while ago, I wrote about something I called the “Magic Marketing Formula”. Here it is in a slightly different format (a.k.a, easier to read and remember). Also, I have changed the name to reflect the true nature of the formula. A= (T * E2 * M) From this point on, this marketing formula will now [...]

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I’ll Take a Number Three Please

June 1, 2007

Some years ago (I can’t even remember how long ago) one of the biggest and most influential fast food chains in the USA did something that changed how the fast food (or QSR) industry does business. They did something so simple yet so brilliant that before long, 99% of their competitors had copied them in [...]

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Get More Customers by Sending the Right Message

May 13, 2007

I had a meeting at one of the newer hotel restaurants in my area. It’s a nice 4 star hotel – very well designed and decorated. If I were traveling I wouldn’t hesitate to stay there. Approaching the hotel, it’s easy to see they spent a lot of money. And it’s an impressive place. As [...]

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