Lead Change Blog

APRIL 1, 2016

A leadership lesson Chip gained from his first job was: inclusion will get you more commitment than control. . He thinks these are the most important qualities in leaders: humility. Her metaphor led to the company working on creating cement highways with embedded florescence for dark country roads.” trustworthiness.

Levitt 150

Levitt Godin Customer Loyalty Airlines 150

N2Growth Blog

NOVEMBER 15, 2010

One of a leader’s most important functions is to create an environment where trust and loyalty are the rule and not the exception. In today’s post I’ll examine the value of loyalty as it relates to leadership. Leadership and loyalty go hand-in-hand.

Loyalty 411

Loyalty Blog Leadership Brand 411

Strategy Driven

MAY 23, 2016

Most people (you included and me included) expect someone friendly, someone helpful when you need them, to be served in a timely manner, to be given fair value, to be presented with a quality product, to make the process quick and easy, and to be thanked whether you give them the business or not. What is your company like?

Company 51

Company Advertising Merchandising Retail 51

Tanveer Naseer

FEBRUARY 9, 2016

With this latest piece on my leadership blog, I’m delighted to announce a new partnership with The Economist Executive Education. The reason for that is because in sharing my story, the audience gains a better understanding of the journey I’ve taken that allowed me to understand these notions of leadership.

Storytelling 100

Storytelling Leadership Education Audience 100

Leading Blog

DECEMBER 5, 2012

Here, McBean shares the importance of leadership: Being a leader sounds like a great thing to be -- and it certainly is. But here is the rub: though the word "leadership" gets tossed around a lot, real, productive leadership is still very uncommon. Sure, leadership can be more complicated than this.

Automotive 285

Automotive Customer Loyalty Open-book Definition 285

Tanveer Naseer

DECEMBER 20, 2016

The level of customer service you provide can go a long way towards determining whether your business is a success or failure, which is why companies invest so heavily in training and customer service courses. Nevertheless, training your staff to deliver great customer service should be a continuous process.

Performance Review 100

Performance Review Review Loyalty Customer Loyalty 100

Tanveer Naseer

AUGUST 16, 2011

Daniel is the IBM Professor of Regulation and Competitive Practices at the Kellogg School of Management at Northwestern University and the director of the Ford Motor Company Center for Global Citizenship. Almost every day, another venerable company or institution finds itself in the headlines, and usually not in a flattering context.

Crisis Management 211

Crisis Management Crisis Management Reputation 211

Women on Business

NOVEMBER 25, 2011

Attracting new customers is great, but what you want is repeat business and customer loyalty. Listen to your customers. While it is tempting to sell only the things that you think are important, without your customers you don’t have anything. your sales don’t cripple your business. your products/services.

Customer Loyalty 165

Customer Loyalty Loyalty Tactics Retail 165

Strategy Driven

OCTOBER 1, 2012

I recently had a WOW experience that completely coincides with your philosophy on customer loyalty versus satisfaction. Good companies would refund my money if I complained. I never have had a company refund my money without being prompted. Amazon lost four dollars today, but they gained a customer for life!

Loyalty 50

Loyalty Marketing Customer Loyalty ROI 50

Women on Business

DECEMBER 2, 2010

How endearing is your brand to your customers? What do you your customers believe and understand about your brand? What is your company most skilled in providing your customers? How often does your company go the extra mile? Do you make it easy for your customer to do business with you? Does it fill a need?

Brand 215

Brand Press Release Discount Customer Loyalty 215

Women on Business

DECEMBER 8, 2010

Just to refresh, if you have seen the delightful holiday movie Elf , you are familiar with the endearing qualities of child-like hope and wonder “Buddy the Elf” exudes. How endearing is your brand to your customers? What do you your customers believe and understand about your brand? What would you think then? Post by Jane K.

Brand 237

Brand Press Release Discount Loyalty 237

Harvard Business Review

JULY 17, 2012

You know, people keep telling me we need to empower our employees, but we can't just let our employees do whatever they want to satisfy customers. In our customer strategy work at Bain & Company , executives frequently express similar fears, often in far more colorful language. We'd lose our shirts.

Customer Loyalty 15

Customer Loyalty Loyalty Banking Call Center 15

ExactHire - Leadership

MAY 19, 2022

Whether you cultivate it or not, your company has a culture. From employee retention to product quality, having a positive company culture will increase employee engagement and improve your company’s results. Whether you cultivate it or not your company has a culture. 41% fewer quality defects.

Absenteeism 97

Absenteeism Customer Loyalty Software Teamwork 97

Harvard Business Review

JULY 17, 2012

You know, people keep telling me we need to empower our employees, but we can't just let our employees do whatever they want to satisfy customers. In our customer strategy work at Bain & Company , executives frequently express similar fears, often in far more colorful language. We'd lose our shirts.

Customer Loyalty 11

Customer Loyalty Loyalty Banking Call Center 11

Chart Your Course

AUGUST 14, 2012

The Zappos vision statement is, “Delivering happiness to our customers, vendors and employees.” Happiness has created unparalleled customer loyalty to the extent 80% of their customers return to purchase again. 2) Deploy a leadership strategy. People don’t quit their company, they quit their managers.

Newsletter 165

Newsletter Insurance Class Workshop 165

Strategy Driven

JUNE 2, 2014

Customer loyalty. Quality, attitude, and belief of the salesperson. Ask yourself: What am I doing to TRANSFER my value message so the customer receives it AND believes it to be valuable? Reputation of the product, the company, AND the salesperson. Leadership support. Price integrity. Create real attraction!

Customer Loyalty 51

Customer Loyalty Reputation Loyalty Competitive Advantage 51

Strategy Driven

DECEMBER 21, 2015

In a survey conducted by a BIG benefits management company (a management and human resource consulting firm), they asked 365 CEO’s and sales management executives, “What are the three key factors that separate high performing sales professionals from moderate to low performing sales professionals?”. Totally bogus. Quadruple self-belief.

Loyalty 50

Loyalty Open-book Customer Loyalty Ethics 50

Michael Lee Stallard

NOVEMBER 9, 2010

These salespeople lacked the qualities I describe as heart and soul. Many customers can sense this. When relationships with customers are not established or nurtured, such as in my wife’s case, an opportunity to develop customer loyalty is missed. No “hello, my name is X, may I help you?” why is everyone smiling?

Customer Loyalty 239

Customer Loyalty McCarthy Godin Self-aware 239

Strategy Driven

MARCH 10, 2014

In many instances, companies did go from good to great – or at least from good to very good. The key is these companies sought improvement. It revolves around self-assessment, an agreed-upon game plan of action, measurable results, and an overall spirit that includes individual work, teamwork, and remarkable leadership.

Collins 54

Collins Customer Loyalty Reputation Competitive Advantage 54

Coaching Tip

FEBRUARY 23, 2012

The companies that thrive and win as social enterprises will be those that do the most with their social connections. Just because all companies now possess the technological capability to hold social conversations with employees, customers and stakeholders, this does not mean we can automatically make these conversations valuable.

How To 110

How To Airlines Media Innovation 110

Strategy Driven

JUNE 27, 2016

How long have you been with the company?” How long has your company been in business?” Questions about quality, guarantee, or warranty. What the customer is saying to you is: I want to own this, but I want more reassurance. Specific positive questions about the company. is asking about you as a salesperson.

Price 51

Price Customer Loyalty Seminar Cost 51

Strategy Driven

AUGUST 4, 2014

Questions from salespeople: Jeffrey, As you suggest, my company is going to start filming client video testimonials. What you want is something the customer can win on value, and then go home and tell all their friends, “This is the best stuff I’ve ever had! It’s all about quality. It’s all about reputation.

Retail 67

Retail Price Customer Loyalty Learning-by-Doing 67

Harvard Business Review

JANUARY 16, 2018

As a result, the company says it will be focusing more on promoting posts from friends rather than from media outlets, thereby leading to more-meaningful social interactions. Purpose-driven companies have been shown to outperform their peers over the long term. But purpose-driven companies are also hard to come by. Why is that?

Short-term 9

Short-term Company Long-term Customer Loyalty 9

Strategy Driven

JANUARY 26, 2015

And most of the time, the amount of the tip is based on the perceived service or quality. Sometimes it’s a combination of qualities: food plus server’s performance. What these people are really saying is, “My company doesn’t pay me enough, so I need to beg you for more.”. Ever leave a tip? Sure you have.

Tips 50

Tips Customer Loyalty Competitive Advantage Books 50

Strategy Driven

AUGUST 8, 2016

REALITY: Once you lower the price, customers expect a low price all the time. Proposals are there because buyers think they’ll get the lowest price or the best deal by pitting one company against the other. And depending upon the quality can be the difference between sale and no sale. thoughts on testimonials: 1.

Proposal 50

Proposal Price Short-term Customer Loyalty 50

Strategy Driven

NOVEMBER 18, 2013

Many companies have become smart buyers, but many have become too smart. They’ve refined the buying process so far that they have precluded the words ‘quality’ and ‘value’ from the buying process AND they have taken the words productivity, ease of use, and morale out of the delivery process. It’s the government.

Proposal 58

Proposal Price Long-term Customer Loyalty 58

Strategy Driven

JUNE 30, 2014

SIXTH REALITY: The prospective customer must perceive value in your sales offering, trust you as a person and as a company, perceive that they win as a result of purchase, and be able to visualize outcome after purchase (maybe with the help of your video testimonials). Customer satisfaction. Proposals and bidding.

Media 63

Media Proposal Customer Loyalty Competitive Advantage 63

Strategy Driven

MAY 29, 2013

THEM – Testimonials that overcome specific objections – price and quality. THEM – Great (current) social media presence (your reputation that helps put the buyer at ease rather than on guard), including direct interaction with customers. How well do you know the person and the company you are visiting? True engagement.

Customer Loyalty 70

Customer Loyalty Seminar Media Marketing 70

Strategy Driven

NOVEMBER 13, 2013

The company used to crank out new products all the time. But that’s OK, because the customer expects product improvements. Make innovation the number one goal in the company (read: big incentives for achieving innovation goals). 4 Your Sales Team Works For Your Customer. Otherwise it turns destructive in a hurry.

Price 92

Price Innovation Incentives Learning-by-Doing 92

Strategy Driven

JULY 15, 2013

When this happens it’s almost like the reset button has been pressed and the replacements have no allegiance to me or my service and are usually unaware as to how hard I’ve worked to earn their company’s business. How should I conduct myself when I know there is a new person in a company I have to work with? Common problem.

CRM 58

CRM Customer Loyalty Competitive Advantage Books 58

Strategy Driven

NOVEMBER 11, 2013

Your first job is to uncover what makes the customer loyal. Ask yourself if you and your company possess the same qualities. The prospective customer is looking for comfort, peace of mind, and assurance. What’s the real reason they continue to do business with someone else? Lack of real connection to or with the buyer.

Price 69

Price Open-book Self-aware Loyalty 69

Strategy Driven

DECEMBER 9, 2013

Why do you have a shiny card with a printed message and foil stamped company signature – and NOTHING personal? BACK TO YOU: Sit down and make a list of your best qualities. Leadership words that need to be banned. If you’re thanking people, what are you offering besides words to show them you value and care about them?

Mission Statement 58

Mission Statement Customer Loyalty Competitive Advantage Library 58

Strategy Driven

MARCH 11, 2013

Here are a few guidelines to make personal pride more easily understood: Personal pride must be more powerful than feelings about boss or company. But between now and then, the thoughts you have, the personal pride you build and display, and your level of performance will dictate the quality of job, or advancement, you’re likely to secure.

How To 50

How To Short-term Customer Loyalty Training 50

Strategy Driven

SEPTEMBER 30, 2013

Anyway, before my talk, the two corporate leaders of a multi-billion-dollar company addressed the gathered 200 in the audience. The quality of your talk will be the determining factor. You want the audience (or the prospect or the customer) to remember you and the moment. I’m not just a speaker. I’m a student speaker.

Audience 74

Audience Customer Loyalty Learning-by-Doing Competitive Advantage 74

Strategy Driven

AUGUST 20, 2012

But you must intensify your focus (the same way I’m intensifying mine) to see what is next for your industry, your market, and your customers – so there will be a positive impact for your company, your family, and yourself. AKA: sales. Advances over the next decade will dwarf what is available now, and will change markets forever.

Open-book 50

Open-book Customer Loyalty Seminar Books 50

Strategy Driven

OCTOBER 29, 2012

Here are more painful ‘reputation’ questions about your company and your products : What are you doing to build it? What are you doing to change or enhance your customer’s experience? HARD QUESTION: Are you trying to justify price, or does your quality reputation precede you? What’s your community reputation?

Brand 50

Brand Reputation Customer Loyalty Industry 50

Strategy Driven

JUNE 23, 2014

On a scale of 1-10, what was the quality of your room like? Those are the things that bug customers. I feel clients today want everything for nothing, expect the best from a company, and yet, they just do not seem to care about the value of what they’ve requested. Did the hotel accomplish their goals?

Hotels 62

Hotels Proposal Price Follow-up 62