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 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 must-read book , Evergreen. This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. Fleming explains that it's critical that you build a rich and complex backstory about your company for your customers.

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How Can Small Businesses Grow Customer Loyalty?

Rapid BI

To small businesses, customer loyalty is the key to success. When competing against big, well-established brands, encouraging customers to return to Your business time and time again is vital. It’s more expensive and time-consuming trying to attract brand-new customers, so keeping the same customers coming back to do business with you should be a priority. […]. The post How Can Small Businesses Grow Customer Loyalty?

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. The first thing you need to do is understand what has changed in customer loyalty. Thanks to the internet, it’s no longer a given that a customer will stay with you for life.

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! If, heaven forbid, your company is difficult to do business with or if you require your customers to exert substantial effort, those customers have a world wide web of other options and the ability to expeditiously write scathing online reviews. These activities take place in the service drive without the customers having to leave their vehicles.

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.

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. This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. He explains why the customer is not always right. And, why not every customer is worth keeping.

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. This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. He explains why the customer is not always right. And, why not every customer is worth keeping.

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. 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.

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. This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. He explains why the customer is not always right. And, why not every customer is worth keeping.

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 […].

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.

5 Best Ways to Boost Your Customer Retention Rate

Women on Business

As we’re halfway through the year, entrepreneurs across the globe are preparing themselves to rise above the negative impact of COVID-19 and hoping to get a strategic jump on crucial business aspects such as customers. It’s often perceived that gaining new customers is like hitting a home run. Customer Service customer experience customer loyalty customer retention customer satisfaction

3 Things Sales Agents Can Do to Increase Customer Loyalty

Women on Business

We've Moved! Update your Reader Now. This feed has moved to: [link] If you haven't already done so, update your reader now with this changed subscription address to get your latest updates from us. link]. Women On Business Sponsors

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.

Blockchain Will Transform Customer Loyalty Programs

Harvard Business

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.

The Rainmaker's Credo

Eric Jacobson

How To Become A Rainmaker is a quick, instructional book that reveals the rules for getting and keeping customers and clients. One of the real gems in the book is Fox’s The Rainmaker’s Credo , which includes: Cherish customers at all times. Treat customers as you would your best friend.

Recession Survival Tips: How Your Business Can Come Out Stronger

Strategy Driven

However, ensure that any larger incentives are not offered to every customer. Retain Existing Customers. Simply put, retaining customers is easier and cheaper than finding new ones. In fact, customer loyalty can make the difference between survival and sinking during a recession.

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. Customer Loyalty Customer Relationships Customer Service Leadership Leadership Communication National Customer Service Week

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 [.].

70 Simple Rules For Sensational Customer Service

Eric Jacobson

Flavio Martins ' book, Win The Customer , teaches you 70 simple rules for sensational service. To deliver sensational customer service, you need to have the right culture. Martin recommends you conduct a 60-second customer experience evaluation to determine exactly where you are in the customer experience journey, and how you're using customer service to develop loyal customers. Do you have a customer experience advantage?

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

Unlocking The Customer Value Chain

Eric Jacobson

Earlier this year brought the release of the book, Unlocking The Customer Value Chain , by Thales S. Among the insights revealed in the book are: Startups do not disrupt existing markets – customers do. Customers, in effect, pay businesses with their money, time, and effort. Customer Feedback Customer Loyalty Customer Retention Customer Satisfaction Customer Service Eric Jacobson on Leadership and Management

How To Show Genuine Interest In Your Customers

Eric Jacobson

Author Steve Curtin , in his book, Delight Your Customers , suggests you and your employees do these 12 things to express genuine interest in your customers : Offer personalized greetings Use names Practice assertive hospitality Ask questions Cosset Anticipate needs Remember preferences Pay attention to details Display a sense of urgency Solicit feedback Offer personal farewells Follow up on service.

How To Cultivate Enduring Customer Loyatly

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. This means that in order to increase customer loyalty, you need to create a relationship with that customer on a deeper and much more profound level," adds Fleming. He explains why the customer is not always right. And, why not every customer is worth keeping.

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. Timm is the author of, 50 Powerful Ideas You Can Use To Keep Your Customers. Consider this advice from author Paul R.

12 Ways To Express Genuine Interest In Your Customers

Eric Jacobson

Author Steve Curtin , in his book, Delight Your Customers , suggests you and your employees do these 12 things to express genuine interest in your customers : Offer personalized greetings Use names Practice assertive hospitality Ask questions Cosset Anticipate needs Remember preferences Pay attention to details Display a sense of urgency Solicit feedback Offer personal farewells Follow up on service.

70 Simple Rules For Sensational Service

Eric Jacobson

Flavio Martins ' book, Win The Customer , teaches you 70 simple rules for sensational service. To deliver sensational customer service, you need to have the right culture. Martin recommends you conduct a 60-second customer experience evaluation to determine exactly where you are in the customer experience journey, and how you're using customer service to develop loyal customers. Do you have a customer experience advantage?

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.

A Leader's Guide To Forging An Iron Clad Brand

Eric Jacobson

“Brand helps us engage customers and employees, unleash our competitive advantage, and fuel enduring growth,” explains Lindsay Pedersen, author of the new book, Forging An Iron Clad Brand: A Leader’s Guide.” “And What does not expire is the trust you earn by particularly and consistently solving a customer need. Brand Branding Customer Loyalty Eric Jacobson on Leadership and Management Iron Clad Brand Leadership Books Lindsay Pedersen

Brand 50

How To Win More Business

Eric Jacobson

Customer Loyalty Customer Retention Customer Satisfaction Eric Jacobson on Leadership and Management Gaining Sales Mo Bunnell Sales Sales Prospecting The Snowball System“Business development is the craft of finding the right prospect and then designing the perfect buying experience for that prospect,” explains Mo Bunnell , the author of, The Snowball System: How to Win More Business and Turn Clients into Raving Fans.

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

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". Thomas and Applegate recommend telling your customers "Thank You" during at least these nine situations : When they do business with you.every time.

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.

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.

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. Remaining silent while your customers are talking is a basic courtesy, and nodding tells them you’re listening and understanding what you hear. Make customers feel seen. Never deny a customer’s problem.

Tips 100

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.

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. For example: How much does it cost to express genuine interest in customers or to anticipate their needs? Curtin reminds readers that: Customers don''t establish relationships with businesses.

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. 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.

Four Ways To Drive Value For Your Customers

Eric Jacobson

Great customer service tips from author Micah Solomon''s book, High-tech, High-touch Customer Service : You provide value when you deliver the four components that reliably create customer satisfaction : A perfect product or service Delivered in a caring, friendly manner On time (as defined by the customer) With the backing of an effective problem-resolution process Micah has been named by the Financial Post as “a new guru of customer service excellence.”

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.