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 new, must-read book , Evergreen. He explains why the customer is not always right. Your customers want to know this story.

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 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.

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.

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.

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.

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.

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

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 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.

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.

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.

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

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".

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.

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.

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.

The Nine Best Times To Thank Your 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 186

The Many Times You Should Thank Customers

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".

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.

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

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 182

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.

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 Responding To Customer Complaints Is Critical

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.

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.

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.

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.

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.

70 Simple Rules For Sensational Service

Eric Jacobson

Picture Flavio Martins ' new 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?

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.

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 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.

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.

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.

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 […].

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