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How to Hold onto Your Customers in a Crisis

Leading Blog

To hang onto customers during a crisis, you need to build a forever transaction with the people you serve. Your team has to know what your “ forever promise ” is—the organization’s commit-ment to customers that justifies customer loyalty. Every customer is a special person with special needs, who is a pleasure to serve.

Crisis 328
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10 Elements of an Outstanding Customer Service Culture

Skip Prichard

For example, an employee who spends her early career in the straitlaced but excellent Member Support environment of USAA in San Antonio and then moves to Vegas to join the wild-and-woolly world of the Customer Loyalty Team at Zappos is definitely going to need an adjustment period before she feels at home. A common language.

Airlines 108
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3 Factors That Make Costco America’s Best Employer

Michael Lee Stallard

Our customer experience has always been positive. In early August I traveled to Seattle to attend a portion of Costco’s Annual Managers Meeting where I gave a keynote speech based on my book Connection Culture: The Competitive Advantage of Shared Identity, Empathy and Understanding at Work. (In Value People.

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What’s The Word and The Force of Your Leadership?

The Practical Leader

Star Wars is a classic good guys versus bad guys tale based on powerful concepts of mythology identified by Joseph Campbell in his classic book, The Hero with a Thousand Faces ( click here to read my review of his biography and work). Strong leaders boost positive emotions. Some of the other episodes are good, and some are unwatchable.

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Bringing a Business Back to Life (and FREE Resources)

Lead Change Blog

Taking a large, national chain that had decreased in popularity for various reasons over a number of years and once again winning customersloyalty: extremely difficult. This question is surprisingly often overlooked, as many leaders end up in their position simply as a result of being promoted.

Resources 150
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How To Provide High-tech, High-touch Customer Service

Eric Jacobson

Micah Solomon’s book, High-tech, High-touch Customer Service , is all about how to inspire timeless loyalty in the demanding new world of social commerce -- one where businesses today face the increasingly challenging world of customer interactions, both online and off. The book is a must-read for any business leader.

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Simple Rules for Sustainable Business Growth

Skip Prichard

Her book, Profit or Wealth: Simple Rules for Sustainable Business Growth includes numerous helpful financial lessons for business owners. I reached out to talk about her book. What are some ways to generate customer loyalty to encourage predictable revenue streams? She has appeared on numerous TV and radio stations.

Loyalty 131