Creating Customer Loyalty

What’s the cost of losing a customer?

It wouldn’t be a good situation to be gaining customers in respectable numbers, but losing existing customers just the same. Gaining or losing a customer has a significant impact on a company’s profits. If new customers are gained by offering them significant discounts—a pretty common practice—the value of keeping those existing customers who are paying [...]

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The Best Back Customer Service Story I Ever Heard

The incident happened 18 years ago, and I only heard it for the first time yesterday. What makes that worth mentioning is that the story was from my father. I was in Florida yesterday for a conference that was 45 minutes from where my parents live, so they drove down and joined me for lunch. [...]

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A bank’s customer service is more important than its image

In a study of 14,000 bank customers, 55 percent of respondents indicated they would leave a particular bank if they experienced poor customer service. A bank’s image only mattered to 27 percent of respondents. Furthermore, the extensive survey showed that the role of a local, branch office of a bank is changing dramatically as more [...]

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Keeping a customer for life is worth the investment

Building trust and establishing a relationship with your customer are keys to creating a lifelong customer, according to this Forbes article. Such a relationship can start by making sure you’re delivering the “wow” in customer service. You go beyond what that customer expects and you win him or her over for a lifetime. It can [...]

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Customer service: an investment in your company’s future

Did you know American customers are willing to pay more for good customer service? According to this article from Business News Daily, consumer research done by American Express recently showed that customers will spend up to 13 percent more for what they perceive as excellent customer service. As the recession lightens up, that figure is [...]

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The Five Loyalty Drivers for Maintaining a Positive Customer Experience

Sales managers take note: when it comes to the sales experience, customers aren’t comparing you to your competition alone. They’re holding you up against the most outstanding service they’ve received anywhere. Whether they get wowed at a bank, a restaurant, or by a cell phone service provider, customers set their expectations by these pockets of [...]

Un-Boxing Experiences

25 years of blood, sweat and tears building a leading brand, millions invested; but it all works when that same customer walks in again and again with a smile on her face… all vaporized because a staff member treated them like a self serve moron. Disappointed as she is she sends out a message through [...]

Service Creates Loyal Customers

In the current economic environment, it is more important than ever to keep customers happy and coming back. An article in News and Food Report recommends these seven ways to keep your customers happy. 1. Solicit complaints. For every person who complains, 26 who feel they have been mistreated do not. Make it convenient for [...]

Customer Service Proves Key to Retaining Clients

Superior customer service can be an essential source of strength as companies emerge from the recession, but managers need to understand the extent to which the consumer landscape has shifted. Weakened brands, customers’ easy access to information about vendors and the erosion of barriers to switching among competitors have combined to create a much more [...]