How Responding Quickly Builds Customer Loyalty

Eric Jacobson

A customer who complains and receives a fast response will actually be more loyal to your company in terms of future sales and referrals than a customer who never complained at all. that: a slow response to a customer complaint triggers fear and anger.

Colin Shaw on “New Generation of Business: Connecting Employee Loyalty with Customer Loyalty”

First Friday Book Synopsis

They also have loyal customers. Here is a brief excerpt from Colin Shaw‘s article for LinkedIn. To read the complete article, check out other superb resources, and sign up for email alerts, please click here. * * * Successful companies have loyal employees. But the question for researchers and consultants for the past two decades […].

Celebrating National Customer Service Week

Kevin Eikenberry

I know, it seems like everyone and everything as a “week” or a “day,” yet few seem more fitting to celebrate than our Customers and how we serve them better. As leaders in any industry at any level, we must consider Customer Service as an important part of our job.

Blogging on Business Update from Bob Morris (Week of 9/16/13)

First Friday Book Synopsis

I hope that at least a few of these recent posts will be of interest to you: BOOK REVIEWS A Life In Leadership: From D-Day to Ground Zero: An Autobiography John Whitehead The Art of Business: In the Footsteps of Giants Raymond T. Yeh with Stephanie H. Yeh Reply All…And Other Ways to […].

Blog 96

The Emerging Strategy of Innovative Service

Strategy Driven

The world of the customer has dramatically changed. The tough economy has made customers more value conscious, demonstrating far more caution in how they spend their hard-earned dollar. Customers are bored and want their hearts to race and their spirits to soar.

9 Ways To Deliver Excellent Customer Service This Holiday Season

Eric Jacobson

Leading a customer service team? Have the team members use these 9 tips for delivering excellent customer service this holiday shopping season: Rely on winning words and soothing phrases. Make customers feel seen. Never deny a customer’s problem.

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.

Your career will soar if you avoid leaders’ #1 blind spot

Michael Lee Stallard

Your customers clearly see whether your employees are engaged or not. Engagement affects the quality of their work, their productivity and responsiveness, all of which affect your customers’ experience. Organizations with high-engagement scores have customer loyalty numbers that are twice the level of organizations with average employee-engagement scores. Connect Employees with Customers.

Career 292

Cutting Costs/Curtailing Services Can Produce Crappy Customer Service

Chart Your Course

When a business shortchanges their labor or quality – its products, services, or level of customer service can suffer. Their personal and professional skills are key to making connections, and establishing loyal customers that will come back and refer their friends.

Cost 221

Employee Empowerment: A Key Force in Leadership

Lead on Purpose

Empowerment Leads to Positive Customer Experience. Employees who are empowered to grant comps, issue upgrades, or simply answer customer questions are more engaged in their position, which leads to a more positive customer service experience. Customers site excellent customer service as a reason for remaining loyal to a brand or company year after year. Empowering employees to resolve customer concerns breeds a happy, loyal following.

Fear of Learning

Jesse Lyn Stoner Blog

Bell is a customer loyalty consultant, a renowned keynote speaker and trainer, and the author of several bestselling books. Image credit: aaronamat / 123RF. Guest post by Chip R. Fear is as personal as a fingerprint.

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Overpromise, then Overdeliver – Your Customer Service Reminder of the Day (insight from Rick Berrera)

First Friday Book Synopsis

Here’s a book from 2005: Overpromise and Overdeliver: The Secrets of Unshakeable Customer Loyalty by Rick Barrera. He writes: If unshakeable loyalty is your goal, overpromising and overdelivering should be your methodology. I occasionally go back through my synopsis handouts for books I presented years ago at the First Firday Book Synopsis. And then he […]. Randy''s blog entries

The 7 Silent Business Killers

Strategy Driven

You are not too worried because your people will tell you if something is wrong, although they didn’t the last time you lost a customer. But that’s OK, because the customer expects product improvements. 4 Your Sales Team Works For Your Customer.

Price 160

Serve Memorably

Strategy Driven

Now think about the service you provide to your customers. Every time a customer calls it’s an opportunity. Meanwhile, customers need help, service, and answers. Do you understand it’s ALL about customer loyalty (not customer satisfaction)?

Who is taking responsibility around here? Nobody!

Strategy Driven

The customer has no intention of buying from you and just doesn’t want to tell you. The customer is not ready to buy yet and was too busy with their stuff to deal with you and your stuff. The customer does not consider you a value provider, and is out there looking for one.

StrategyDriven Podcast Episode 45 – Marketing & Sales: Closing the Value Gap

Strategy Driven

Episode 45 – Marketing & Sales: Closing the Value Gap examines the evolution of the business-to-business selling process and the gap between what customers want and what their service providers and vendors provide.

Santa Claus and Google. The same or just a coincidence?

Strategy Driven

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

B2C 141

Leadership actions that are not an option for leaders.

Strategy Driven

A leader’s example can create an avalanche of great service, goodwill, loyal customers, increased sales, and better reputation – or not. “Where’s the action? Where’s the game?”

Capture Your Market Share

Coaching Tip

Marketing presence is the message your organization communicates to its prospect and customer base. The only way to succeed in today’s media-driven marketplace as an entrepreneur is to build a brand and viable market share.

Do your people WANT to listen to you?

Strategy Driven

I’m at a corporate conference about to give my 90-minute, customized, personalized talk. REALITY QUESTION: Do your people, your audience, and your customer WANT to listen to you? NOTE WELL: You can never own the prospect, the customer, or the audience if you don’t own the presentation.

Like me! Why should I like you? Eh, I have no idea!

Strategy Driven

What it really means is to create a business page where your customers or fans can go and interact. What’s the reason customers would like you beyond the beg? Interacting with customers one-on-one will get people talking about you on THEIR Facebook page, and liking you.

Leadership words that need to be banned. Forever.

Strategy Driven

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Why did you lose the sale? Really?

Strategy Driven

Losing the sale manifests itself in ‘blaming complaints’ about: price, unreturned phone calls, bidding, loyalty to others, and other blame-based excuses about why a sale does not take place, and the relationship isn’t being built. The customer was loyal to someone else.

Price 135

The POWER of Sales Success. It’s all within you!

Strategy Driven

There is no power in telling me how great your service is, there is power in delivering it, and there is HUGE power in having your customers talk about it, brag about it, on social media. Relationships are based on mutual value provided, mutual loyalty exchanged, truth, and trust.

Power 136

What you listen to can determine your mood and your fate.

Strategy Driven

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

What’s the difference? What’s the weakness?

Strategy Driven

Customers can investigate, shop price, compare prices and values, and buy with one click – anyplace in the world. And it’s making smarter customers. NOTE WELL: You can only SELL at your place – but customers can BUY anyplace in the world – any time of the day or night.

Media 126

Using Instagram is not an option; it’s an opportunity!

Strategy Driven

Your business friends and close customers can get a glimpse of your personal side without all the Facebook crap and your past life. QUESTION: Why did Facebook pay one billion dollars for Instagram?

A different kind of thanks. Yours.

Strategy Driven

Why do you find it necessary to thank your customers at the same time everyone else is thanking their customers?

What are you thinking? Here are a few of my thoughts!

Strategy Driven

Your customer doesn’t want to buy a ball bearing. Customers want outcome, not product. Your customer does not want a can of paint, brushes, and rollers. Your customer wants a beautiful room or a updated look to the exterior of their home.

CRM 119

To bid or not to bid? That is the question.

Strategy Driven

REALITY: “The customer took the lowest bid” is as bogus as “the dog ate my homework.” The fact is you let the customer control the selling/buying process. REALITY: If you follow the customer’s RFP requirements you will lose even if you win.

CFO 119

All airlines are the same, except for their people.

Strategy Driven

We were trained to greet and treat customers in a different way,” said one of the agents. You know – smile, chat, be friendly, thank customers as you look them in the eye, and not use certain unfriendly words and phrases like ‘policy’ and ‘all set.’”. And customers love it.

When you walk in empty headed, you walk out empty handed.

Strategy Driven

Void of customization? Why are you giving a ‘we-we’ presentation (all about you and how great you are), when the customer only wants a presentation in terms of them? WE-WE – No social media recommendations from customers.

Are your sales historical or hysterical?

Strategy Driven

Videotape the buying motives of your top ten customers. Call your top ten customers and meet with them for a short, casual conversation about WHY they buy from you. Meet one customer a day for morning coffee. In a year this will give you the personal insight of 250 customers.

The POWER of Sales Success is 100% in Your Control

Strategy Driven

This manifests itself in complaints about: price, unreturned phone calls, bidding, loyalty to others, and other various excuses about why a sale does not take place and the relationship isn’t being built. It’s not customer conditions; it’s your failure to perform in a powerful way.

Power 119

Help! My main contact left, and I’m panicked!

Strategy Driven

If you’ve done your homework, built multiple relationships within your customer’s company, and you know the replacement,then you should be fine. And when you visit the customer, they’ll recognize you as “you’re the guy who…” smiling as they say it!

CRM 119

Salespeople have questions. Jeffrey has answers.

Strategy Driven

What you need are video testimonials from customers who have already advertised on your station, got great results, and are willing to recommend that another prospective customer use your TV station.

CRM 119

The evolution of SOCIAL MEDIA ATTRACTION that leads to a sale.

Strategy Driven

It’s attracting customers. It’s your ticket to customer and prospect awareness – who you are, how you think, how you serve, what you believe, what your value messages are, and what others think of you. I am on it. I am into it. It’s making sales. It’s free!

Media 115

Who is Martin Rooney? And why you need to know.

Strategy Driven

Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Pushy, aggressive, obnoxious, assertive, or professional. Which are you?

Strategy Driven

Here’s a good way to think about professionalism: your customer must perceive you as a professional person. It’s more of a look on your part, and a perception on the part of the customer. The reality of total preparation means preparing in terms of the customer FIRST.

A new way to look at questions and engagement: emotionally

Strategy Driven

When you’re asking an existing or prospective customer a question, the object is to get them to think and respond emotionally. Once you understand that fact, it makes perfect sense to engage the customer emotionally to set the tone for them to decide to buy.

CRM 111

The biggest thing sales leaders overlook: SALES!

Strategy Driven

You’re totally clueless about your customer base and what will grow more and profitable sales. Discover their most profitable customers – and then go on to uncover WHY they’re the most profitable. Discover their most loyal customer – and WHY they stay loyal. In 2013?

CRM 91

The world is going mobile. Are you moving or standing?

Strategy Driven

Does it serve the customer, or just you? Social media is the PERFECT place for your customers to share their message and their praise, and voice their concerns. This app will be easier to use, easier to navigate, and easier for customers to purchase and pay.

Words to live by for the next 12 months. What are yours?

Strategy Driven

words for 2013 – I hope they inspire you to think about and select yours: 1. I am sick of reading claims hyping me to, “have my best year ever.” ” FYI: The trend of “best year ever” was originated more than a decade ago by the late, great Jim Rohn.