Customer Loyalty

Loyal customers are at the heart of a successful business and career. They will come back more, they will refer others and they can provide the most valuable feedback and insights into making your business, product or service the best it can be. The only way to increase customer loyalty is to deliver the best customer service you can, every time, no exceptions, no excuses.

Little things can make a big difference

October 21, 2009

While preparing my tea this morning I took an extra moment to read a message on the packaging. It explained why they don’t use strings, staples, tags or individual wrappers on their tea bags. By leaving them off they prevent 3.5 million pounds of waste from being produced. I have to admit, though I noticed [...]

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Do things your customer’s way

October 20, 2009

An easy way to attract and keep more customers is to meet them where they are. This means doing things how they want (but in a way way that works for you too). When you do this customers are more likely to stay with you because you’re trying to help them. You’re not forcing them [...]

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For better customer service be consistent

October 14, 2009

Here is your Daily Dose of Amazing Service: Be consistent And here are some additional thoughts on this topic… I’m a fan of the various sub and sandwich shops that have sprung up in the past few years.  They enable me to eat healthy and conveniently. And though the are all different, they all are [...]

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Customer Service Quote for October 6, 2009

October 6, 2009

The effects of really good listening can be dramatic. These effects include the satisfied customer who will come back, the contented employee who will stay with the company, the manager who has the trust of his staff, and the salesman who tops his quota. -John L. DiGaetani

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Customer Retention Tip: Let your employees be real

September 30, 2009

Too many managers think they can plan and script and train employees how to handle every customer situation. It’s even worse with offshore call centers. As a customer you can tell when these people are forced to use scripts. It can be a painful process to participate in.  And it’s a massively ineffective way to [...]

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United Airlines provides today’s (unfortunate) customer service example

September 29, 2009

Here’s why so many companies have a customer retention problem. Ironically, this customer service example is from a Los Angeles Times article about how airline customer service has improved during the recession. United Airlines lost a customer’s bag that had medication in it. So the customer had to replace the medication for the duration of [...]

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You are your company’s brand

September 28, 2009

Here is your Daily Dose of Amazing Service: You are your company’s brand And here are some additional thoughts on this topic… People do business with companies for a variety of reasons. One reason is the company’s brand or reputation. This is more than a logo or slogan. It’s what people think of a company [...]

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Connect to your customers on their terms

September 28, 2009

Smart companies today are connecting better with their customers. Rather than focusing on how to cut costs they are focusing on giving their customers a better experience. When you do this you’ll increase customer loyalty which should lead to higher revenue, more profits and a healthier company. (Cutting costs can never do this.) And you [...]

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Extras can keep your customers coming back

September 16, 2009

Here is your Daily Dose of Amazing Service: Find ways to do something extra for your customers And here are some additional thoughts on this topic… One of the easiest and fastest ways to make a customer smile is to do something extra. Because it’s unexpected, it’s a pleasant surprise. It’s something they’ll remember and [...]

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Customer Service Quote for September 14, 2009

September 14, 2009

Revolve your world around the customer and more customers will revolve around you. -Heather Williams

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J. C. Penney uses questionable tactics to ‘reward’ loyal customers

September 11, 2009

I love it when a person honestly recognizes that I’m a loyal customer. And I look for nothing more than a thanks. Because loyalty is not about money. It’s about being in a relationship that works for both people, whether it’s business or personal. But I hate it when a company clubs me over the [...]

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Spam should stay in the can, not in your customer’s face

September 3, 2009

Here is your Daily Dose of Amazing Service: Don’t spam your customers in any form And here are some additional thoughts on this topic… We hear a lot about spam (the technology kind, not the food product) but usually it’s in the context of email. But, we don’t typically think of spam in terms of [...]

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Customer loyalty requires honesty from the start

September 1, 2009

Many companies are focused on their customers. They LOVE their customers. Just ask them. They’ll tell you how wonderfully customer centric they are.  But there’s a problem. As they tell people how much they love their customers, they also spend a lot of money lying to them. Jim Logan writes an article at B2BRainmaker.com that [...]

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Minnesota Public Radio knows how to engage customers

August 27, 2009

A great way to serve your customers is to engage them. Get to know them. Learn who they are, what they think and how they’d like to work with you. Some studies suggest this is one of the most important things you can do to increase customer retention. I like companies that engage their customers [...]

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Customer Service Quote for August 7, 2009

August 7, 2009

Learn to say thank you every time. -Jill Griffin Author of:  Customer Loyalty: How to Earn It, How to Keep It

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Focus on Solutions for Your Customer, Not Dead Ends

July 8, 2009

Here is your Daily Dose of Amazing Service: Focus on solutions for your customer, not dead ends And here are some additional thoughts on this topic… When you fail to help a customer, you’re giving them a dead end. When all you do is quote policy or simply tell them “we’re all out” of whatever [...]

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