Customer Loyalty

Coaching Tip

Is the strategy, psychology and process used to get a customer to say "yes" the first time, the same for getting them to say "yes" the second time? To better serve your customer, it is necessary to understand the psychology at each step of the client's journey and what you can do to influence the customer to continue to do business with you over and over again--no matter what type of business you're in.".

How To Cultivate Enduring Customer Loyalty

Eric Jacobson

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the must-read book , Evergreen. He explains why the customer is not always right. And, why not every customer is worth keeping.

Act Quickly To Gain 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. And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.

5 Ways to Be a Leader in the New Face of Customer Loyalty

Lead Change Blog

When it comes to customer loyalty, everything has changed. Customers have more access to information than ever before, and they can make very informed choices. Here’s what you can do to be a better leader and gain your customersloyalty… Understand the Changes.

Customer Loyalty – Marrying Ease With Humanity

Tanveer Naseer

Look no farther than your smart phone and you will see what your customers really want today! Put simply, the easier it is for your customers to shop, buy, receive service, and execute returns, the more likely they are to stay loyal and spend money with you.

Building Customer Loyalty :: Women on Business

Women on Business

I build brand and customer trust by being loyal to THEM and by NOT expecting them to be loyal to me! How do I build customer loyalty? I earn loyalty by giving it. Decide ) Decide what your customer experiences will look like. Reducing the work a customer.

How To Increase Customer Loyalty

Eric Jacobson

"Today's customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen. He explains why the customer is not always right. Your customers want to know this story.

How To Cultivate Enduring Customer Loyalty To Keep Your Business Thriving

Eric Jacobson

"Today''s customers demand something unlike anything they have ever wanted in the past -- a connection with your business," explains Noah Fleming , author of the new, must-read book , Evergreen. He explains why the customer is not always right. Your customers want to know this story.

Chevy Runs Deep – Maybe, but Customer Loyalty is Awfully Shallow

First Friday Book Synopsis

Randy's blog entries brand loyalty Chevy runs deep Clotaire Rapaille convenience customer loyalty The Culture Code: An Ingenious Way To Understand Why People Around The World Buy And Live As They DoThe American Code for cars – IDENTITY When people spoke about the moment when they were allowed to drive for the first time, they made it sound as though their lives began right then.

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 […].

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Harvard Business Review on Increasing Customer Loyalty: A book review by Bob Morris

First Friday Book Synopsis

Harvard Business Review on Increasing Customer Loyalty Various Contributors Harvard Business Review Press (2011) How to create customers who are profitable This is one of the volumes in a series of anthologies of articles that first appeared in Harvard Business Review. Loveman Harvard Business Review Harvard Business Review on Increasing Customer Loyalty Harvard Business Review Press How to create customers who are profitable Jackie Huba James L.

How To Increase Customer Loyalty: Act Quickly

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. And, when that happens, the customer is afraid that he/she is going to be stuck with a product/service that doesn't work and feels angry that he/she went ahead with the purchase in the first place.

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.

Stop Asking Your Customers These Questions

Eric Jacobson

He recommends a different twist on asking your customers questions : stop asking your customers the "typical" questions and instead ask them open-ended questions. These open-ended questions will let your customers really express their ideas, opinions and needs.

The Gift of (Delighted) Customers

Kevin Eikenberry

Customer Loyalty Customer Mindset Customer Relationships Leadership Leadership Communication LearningSo I am counting down to Christmas, helping all the leaders who read this by giving them short daily tasks that when done are translated into gifts for them and those they lead. All the details came on on 12/12/12 – here is that background and a list of the previously posted tasks/gifts. I’ve tried [.].

How To Show Genuine Interest In Your Customers

Eric Jacobson

Customer Feedback Customer Loyalty Customer Retention Customer Satisfaction Customer Service Eric Jacobson on Leadership and Management

Blockchain Will Transform Customer Loyalty Programs

Harvard Business Review

Loyalty programs have proliferated across travel, retail, financial services, and other economic sectors. household participates in 29 different loyalty programs, according to the 2015 Colloquy Loyalty Census. Loyalty programs are ripe for some kind of disruptive innovation that would make them easier to use. See More Videos > See More Videos > All loyalty programs are vulnerable to a blockchain revolution, but the travel industry is perhaps the most at risk.

How To Evaluate Your Customer Service Phone Team

Eric Jacobson

Every business leader should periodically call his/her company to observe how their customers are being treated by their employees -- because, all too often a phone conversation becomes a customer turnoff rather than a relationship builder. Timm that you can use to evaluate your organization's customer service via the phone: 1. Did the employee accuse the customer of anything?

Never Say These Words To A Customer

Eric Jacobson

He wisely points out that all employees at every level should never use these four words in front of a client/customer for both obvious and perhaps not so obvious reasons: Can't -- As in, "We can't do that." "We The word "busy" gives your customer the impression they are a low priority. Customers typically want to engage in calculated risks versus playing it safe. That tells your customer you haven't done your homework.

12 Ways To Express Genuine Interest In Your Customers

Eric Jacobson

Customer Feedback Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management Leadership Books

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.

Nine Times To Thank A Customer

Eric Jacobson

In your leadership role, it''s vital that your team members know how to deliver excellent customer service. Part of delivering excellent customer service is saying "Thank You" to your customers and knowing when to say "Thank You".

9 Tips For Delivering Excellent Customer Service

Eric Jacobson

Leading a customer service team? Have the team members use these 9 tips for delivering excellent customer service : Rely on winning words and soothing phrases. Develop a repertoire of short, easy to remember phrases around issues that are important to customers.

Tips 131

7 Ways To Display Exceptional Customer Service

Eric Jacobson

If you want to delight your customers, then the book by Steve Curtin, Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees.

How To Respond To A Customer Who Complains

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 ange r.

Six Ways To Make Your Customers Fall In Love With What You Do

Eric Jacobson

"Customers fall in love with or hate brands because of customer service," explains Flavio Martins, author of the book, Win the Customer. Customers call it quits when brands neglect them and fail to deliver what they need and want.

Brand 65

Four Ways To Drive Value For Your Customers

Eric Jacobson

He is a keynote speaker and consultant on customer service issues, the customer experience, and company culture. Customer Loyalty Customer Retention Customer Service Eric Jacobson on Leadership and Management

Seven Ways To Delight Your Customers

Eric Jacobson

If you want to delight your customers, then the book by Steve Curtin, Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees.

Cost 65

How To Delight Customers

Eric Jacobson

My two favorite learnings from Stephen Denning ’s book, The Age of Agile: How Smart Companies Are Transforming theWay Work Gets Done , are the following: First, where Denning explains the 10 elements of an organization/company that is passionate about, and driven by, the goal of delighting customers. Those elements are: There is a shared goal of delighting the customer. Everyone in the organization has a clear line to the customer.

Six Key Ways To Make Your Customers Fall In Love With What You Do

Eric Jacobson

"Customers fall in love with or hate brands because of customer service," explains Flavio Martins, author of the book, Win the Customer. Customers call it quits when brands neglect them and fail to deliver what they need and want.

Brand 65

Five Open-Ended Questions To Ask Your Customers

Eric Jacobson

He recommends a different twist on asking your customers questions: Stop asking your customers the "typical" questions and instead ask them open-ended questions. These open-ended questions will let your customers really express their ideas, opinions and needs.

How To Retain And Find New Customers

Eric Jacobson

Are you a leader in need of ideas for how to retain your customers and how to find new ones? Conduct customer satisfaction surveys. Develop a system to track your customers. Ask all customers how they heard of your business. Ask your customers to come back again.

Never Say These Words To A Customer

Eric Jacobson

He wisely points out that all employees at every level should never use these four words in front of a client/customer for both obvious and perhaps not so obvious reasons: Can''t -- As in, "We can''t do that." "We The word "busy" gives your customer the impression they are a low priority.

Why Your Customer Loyalty Program Isn’t Working

Harvard Business Review

Airlines have clearly calculated that customers who spend more are more valuable to them than customers who fly more. This latest frequent flyer reboot is an example of how the meaning, measure, and management of “customer loyalty” are changing.

Act Quickly To Build 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.

Earn Customer Loyalty Without Losing Your Shirt

Harvard Business Review

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. They worry that that their service employees will forgive fees, fail to enforce policies, and spend too much time with their customers. Customer service Managing people Organizational culture

Earn Customer Loyalty Without Losing Your Shirt

Harvard Business Review

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. They worry that that their service employees will forgive fees, fail to enforce policies, and spend too much time with their customers. Customer satisfaction rose a little, but fee revenue declined.

Customer Service Training 101

Eric Jacobson

Whether you are in a new customer service role or simply need some customer service refresher tips, Customer Service Training 101 , is the book for you. Now in its third edition (originally published in 2005), you’ll find practical and actionable techniques and behaviors to ensure you are providing the best possible service for your customers. Explain why you need to place customers on hold – and be sure to tell your customer approximately how long it will take.

9 Tips For Delivering Excellent Customer Service

Eric Jacobson

Leading a customer service team? Have the team members use these 9 tips for delivering excellent customer service : Rely on winning words and soothing phrases. Develop a repertoire of short, easy to remember phrases around issues that are important to customers.

Tips 110

Linking Company Culture With Customer Needs

Eric Jacobson

The answer is alignment , explains Edgar Papke , author of the book, True Alignment : Linking Company Culture with Customer Needs for Extraordinary Results. Without it, inefficiency, conflict, and disengagement will cripple your ability to provide value to your customers," says Papke.

CEOs Need Hard Data on Customer Loyalty

Harvard Business Review

Three-quarters of the world's CEOs say more emphasis should be placed on measuring the value of non-financial assets such as intellectual capital and customer relationships. Many devote almost no serious time to assessing the customer relationships that ultimately create economic value. Perhaps that's the result of customer metrics long being seen as "soft" numbers with little clear connection to "hard" numbers like revenue or cash flow.

Service Is The Key To A Customer's Heart

Eric Jacobson

"Customers fall in love with or hate brands because of customer service," explains Flavio Martins, author of the book, Win the Customer. Customers call it quits when brands neglect them and fail to deliver what they need and want.

Brand 65

Seven Ways To Delight Your Customers

Eric Jacobson

If you want to delight your customers, then the book by Steve Curtin, Delight Your Customers -- 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary , is a must-read for you and your employees.