retention

Customer Retention Tip: Fill their experience bank accounts

August 10, 2009

Customer Retention Tip: Fill your customer’s experience bank accounts Stephen Covey talks about an “emotional bank account” as a way to understand how to build (or reduce) trust with someone. I use a similar metaphor to describe how to increase customer retention. I call it the “customer experience bank account”. This account exists between every [...]

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Engage Your Customers by Having Fun

August 7, 2009

Here is your Daily Dose of Amazing Service: Engage your customers by having fun And here are some additional thoughts on this topic… We’re hearing more and more about customer engagement as a way to increase customer retention. That’s good. Because if we engage our customers better then we’ll develop stronger relationships with them. We’ll [...]

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Customer Retention Tip: Make customer feedback easy and convenient

August 7, 2009

These days a lot of us talk about customer retention. And we should. It’s a big deal. If our customers are coming back it’s probably because we’re doing something right. We’re giving them what they want. We’re helping them. And that’s why we’re in business. It’s also the biggest challenge we face. How do we [...]

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Customer Service Quote for July 6, 2009

July 6, 2009

“Repeat business or behavior can be bribed. Loyalty has to be earned.” -Janet Robinson

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Customer Service Quote for June 23, 2009

June 23, 2009

“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.” -W. Edwards Deming Author of: Out of the Crisis

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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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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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Did Starbucks Stumble on Service?

July 25, 2008

The buzz in the world of coffee these days is not being produced by caffeine intake. It’s generated by the swirl of news reports and comments about Starbucks plans to close over 600 stores. For me this begs the question: Did Starbucks stumble on their vaunted customer service? As Starbucks has become an American icon, [...]

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Six Steps to Amazing Service

January 13, 2008

We get a lot of advice about how to deliver great customer service. Many of the tips are reminders of what we already know (but we occasionally forget). And these are useful. But sometimes, we need more than a reminder. Sometimes it’s helpful to have a system or, at least, some steps to follow. Here [...]

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