trust

Use Trust to increase customer loyalty

October 18, 2010

Over 9 million times every month, someone does a Google search on the word “trust”. Google Trends shows a steady upward trend in the word “trust” used in media stories since 2004. We hear the word every day. Many of of use the term daily. Some more than others. “Trust me, I wouldn’t even offer [...]

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Toyota has a customer service problem

February 1, 2010

A lot of people think Toyota has a quality problem these days. But I would say their biggest problem is a customer service one. Let’s look at the basics. Customer service is all about giving customers the right experience. Do this and they’ll remain loyal. Fail at this and they’ll leave you faster than you [...]

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Work with your customers, not against them

January 20, 2010

Too often we hear about companies fighting with their customers. Whether it’s a Target store manager calling the police or an auto dealer suing their customer, it seems many people feel they are in an adversarial relationship with their customers. But that attitude will cost us customers. As a customer, who would you rather do [...]

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Use honest language

November 17, 2009

Here is your Daily Dose of Amazing Service: Use honest language. And here are some additional thoughts on this topic… I keep seeing companies use language I find offensive. It’s not vulgar or even indecent. But it’s inappropriate in how it’s used. It’s manipulative. It’s intended to produce a certain emotional responses based on a [...]

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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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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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Customer Service Quote for August 17, 2009

August 17, 2009

Listening is about trust and respect and involvement and information sharing more than it is about ears. -Beverly Briggs

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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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