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

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.

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 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.

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.

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.

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 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. He explains why the customer is not always right. And, why not every customer is worth keeping.

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. To do that, answer these questions : Is customer experience and services part of your business culture?

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

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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.

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

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

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".

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.

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.

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.

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

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.

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Customer Loyalty in the Twitter Era

Harvard Business Review

LeadershipFeatured Guests: Fred Reichheld and Rob Markey, authors of The Ultimate Question 2.0. Download this podcast.

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.

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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.

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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.

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.

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.

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.

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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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.

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.

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.

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.

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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.

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 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.

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 […].

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