Having a flock of happy customers is like having your own advertising agency. A major study by a commission of business experts found that the typical happy client will tell three friends or business associates about you. Word-of-mouth advertising through…
I am still amazed at how a customer has to complain before they qualify for the "better deal". For example, I have been a customer with the natural gas utility company for over 25 years. Our payment history shows timely…
Could it be so simple? I define a happy customer as one who is loyal and willing to refer you to others. Happy customers mean their problems were solved and their needs met. Statistics tell us that the service experience…
We all look for ways to measure the customer experience and customer satisfaction. We have learned over the years that a loyal customer will stick with you through the good times and through the turbulent times. A satisfied customer may…
OK, here it comes, I am about to tell you something you know already -- Little stuff delivered well by your service team can create loyal customers. Whew, there I said it. Why? Because recent experiences reminded me of the…
The new year is traditionally the time to re-focus and get serious about goals. For customer loyalty, your customer experience better be at the top of your goal list. Over the last few years, customers have made it clear they…
Many companies use a customer loyalty scheme whether it be miles, points or other free stuff. All are based on dollars spent and frequency of usage.None of that is big news.I am a member of plenty of these programs. And…
It doesn’t get any better than when a colleague sends me her recent customer experience. It is best if I let you hear it from her – “I made an appointment to get my hair cut a week ago because…
In the days when I was CEO at Southwest Airlines, just after airline deregulation, we prided ourselves in having frequent, convenient and low priced service between Dallas Love Field and: Houston Hobby, San Antonio, Austin Oklahoma City, Tulsa, New Orleans,…
With a new year comes the annual list of "trends to watch". When reading a recent list researched by JWT Intelligence http://lisaford.blogspot.com/2010/01/www.jwtintelligence.com, I started to think how these trends relate to your customer's loyalty. To gain your customer's trust and…
