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

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.".

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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.

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.

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.

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.

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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.

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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.

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 [.].

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.

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

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

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.

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.

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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.

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.

Putting a Price on Customer Loyalty

Harvard Business Review

Marco Bertini , assistant professor at London Business School, outlines how to price goods so customers will buy them—and stay an advocate for your brand. Customers StrategyFor more, see the article Pricing to Create Shared Value.

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 […].

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.

Customer Disloyalty and Business as We Shift Toward Subjectivity

First Friday Book Synopsis

Randy's blog entries customer disloyalty customer loyalty David B. I had three different people recommend a book to me last week. The book, Firms of Endearment: How World-Class Companies Profit from Passion and Purpose by Rajendra S. Sisodia, David B. Wolfe, and Jagdish N. Sheth is about a lot of things, especially the power of passion and purpose in business. But it is also [.]. Wolfe Firms of Endearment: How World-Class Companies Profit from Passion and Purpose Jagdish N.

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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.

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Customer Service Lessons From Author Micah Solomon

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.

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.

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.

Creating Demand: The Secrets of Truly Magnetic Offers

First Friday Book Synopsis

How do some companies generate runaway growth and extraordinary customer loyalty, even in a sluggish economy? Bob's blog entries Adrian Slywotzky Amazon Kindle Sony reader Creating Demand: The Secrets of Truly Magnetic Offers Demand: Creating What People Love Before They Know They Want It How do some companies generate runaway growth and extraordinary customer loyalty [comma] even in a sluggish economy?

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.

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

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.

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.

Small Gestures of Trust Build Great Results

Let's Grow Leaders

I was attending a breakout session on social media strategy at the International Customer Service Association conference, when the presenter asked, “who allows their reps to have Facebook on their work computers?” authenticity Build Relationships Empowerment trust Ace hardware call centers customer loyalty customer service effective call centers effective communication empowerment great customer service International customer service association

Carmine Gallo on Talking Like TED: A third interview by Bob Morris

First Friday Book Synopsis

7 Simple Secrets to Inspire Colleagues [comma] Customers [comma] and Clients Gallo Communications St. A global best-selling author, Carmine Gallo is also a former reporter and anchor for CNN and CBS. He has sat down with many of the most dynamic and respected business leaders of our time. In these interviews, Carmine gained insight into what makes a great leader. Great leaders are also great communicators. He formed Gallo […].

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.

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.

Carmine Gallo on “the Apple experience”: An interview by Bob Morris

First Friday Book Synopsis

Bob's blog entries "Disney's People Management Philosophy" "inner genius" "The APPLE Acronym" "unleash" Apple customers Apple Store credo card Apple's "internal" and "external" customers AT&T stores “Stop selling stuff and start enriching lives instead” Carmine Gallo CNN CBS Chevron Cisco Disney stores Fred Reichheld Hewlett-Packard Intel Linked In McGraw-Hill Medtronic Net Promoter Score (NPS) system Pfizer Ron Johnson J.C

Winning Client’s Loyalty: The Power of Relationships (Jonathan Low)

Let's Grow Leaders

He doesn’t just talk about the power of relationships and building customer loyalty – he lives it. . Winning Well International Symposium customer service leadership winning wellWinning Well Connection.

‘Good’ Is Not Enough

Lead Change Blog

Nearly three-quarters of a customer’s loyalty is determined by how that customer is treated. Research conducted by McKinsey and Company found the customer experience, the more likely they will be to return and directly refer you to others.

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.

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.

Under New Management

Leading Blog

the customer always come first? Putting employees first may be the best way to serve the needs of the customer. Profits are driven by customer loyalty, customer loyalty is driven by employee satisfaction, and employee satisfaction is driven by putting employees first.”