Chart Your Course

AUGUST 14, 2012

Great Customer Service is Not Grumpy, Grouchy or Gross. Most businesses spend more time and energy trying to find new customers than retaining and making their current ones happy. If you take care of your customers they tell their friends about your business and will in the long run end up spending more money.

Newsletter 154

Newsletter CRM Customer Loyalty Collins 154

Strategy Driven

OCTOBER 14, 2013

Mostly on major airlines, but because I’m more interested in flying non-stop than getting travel miles or points, I take whatever airline is most convenient for my schedule. Alaska Airline’s leadership and management is ‘by example’ not ‘by the book.’ And customers love it. About 200 flights a year.

Airlines 58

Airlines Open-book Customer Loyalty Competitive Advantage 58

HR Digest

JULY 29, 2019

58% of the respondents agree that having a strong travel culture brings valuable business results. . Though, only 31% believe that they have a strong travel culture in place in their company. 77% of those with a strong travel culture work with a single travel management company (TMC).

Travel 99

Travel Customer Loyalty Company Loyalty 99

Strategy Driven

JUNE 9, 2014

Don’t forget their managers who force them to use an uncomfortable ‘system,’ a non-sales helpful CRM, and hold their salespeople accountable for their actions and numbers. Teach customer loyalty, not customer satisfaction. Dead and over. Get internet savvy. Get internet fluent. Then stay there.

Customer Loyalty 63

Customer Loyalty B2C Reputation CRM 63

Strategy Driven

FEBRUARY 24, 2014

As a traveler, I can’t do this every day. Talk travel. Jeffrey Gitomer is the author of The Sales Bible , Customer Satisfaction is Worthless Customer Loyalty is Priceless , The Little Red Book of Selling , The Little Red Book of Sales Answers , The Little Black Book of Connections , The Little Gold Book of YES!

Customer Loyalty 51

Customer Loyalty Competitive Advantage Travel Seminar 51

Strategy Driven

AUGUST 7, 2019

In this digital age, customer feedback travels fast, and many people rely heavily on the reviews of other consumers when making purchasing decisions. Be honest with your customers and never promise more than you can deliver. Consider installing customer support technology like life chat software. Brand reputation.

Reputation 11

Reputation Customer Loyalty Brand How To 11

Strategy Driven

JANUARY 20, 2014

Not manage it, rather allocate it to things I WANT to do, rather than things I HAVE to do. I want to write, speak, travel, learn, read, and have meaningful family time. What’s one word that describes what you’re trying to capitalize on? TIME – My most precious resource – and yours! Reprinted with permission from Jeffrey H.

Succession 50

Succession Customer Loyalty Competitive Advantage Content 50

Strategy Driven

JUNE 8, 2015

Personally, I define myself as a father, a grandfather, a friend, a writer, a speaker, an idea person, a happy person, a thinker, a traveler with endless wanderlust, and a lover of fun and fine things. I get loyalty by giving loyalty. Contrary to what you might think, I’m not a 'people person.' I’m a one-on-one person.

Open-book 50

Open-book Loyalty Mission Statement Customer Loyalty 50

Harvard Business Review

MAY 17, 2017

Therefore his mental model was not how to gain market share from other airlines, but how to create a completely new market for air travel. Like Southwest, JetBlue focuses on people over planes, with a mission to “bring humanity back to air travel.” ” Other carriers fly airplanes that carry people.

Airlines 12

Airlines Strategy Business Model Metrics 12

Harvard Business Review

JANUARY 23, 2012

The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem.

Customer Loyalty 15

Customer Loyalty Webinar Loyalty Download 15

Harvard Business Review

APRIL 3, 2015

Just a few months ago, I was wrapping up a busy year of travel to wait out the last few weeks of my third pregnancy. Travel, Inc., An editor at the highly influential magazine Travel + Leisure picked up the cause, and helped me push it out to additional networks. Despite these hurdles, some companies do manage to change.

Media 8

Media Airlines Travel Brand 8

Harvard Business Review

NOVEMBER 22, 2016

The financial services firm USAA prizes its relationships with customers and consistently earns the highest customer loyalty scores in the industry for both its U.S. The high level of trust affords USAA access to copious customer data that it uses to inform personalized cross-selling and upselling.

Insurance 8

Insurance P&L Telecommunications CRM 8

Strategy Driven

JANUARY 22, 2020

Recent research by American Express found that 33 percent of customers will consider switching companies following a single experience of bad customer service. Businesses should also be aware that negative feedback travels extremely fast and far in the modern world, particularly via social media platforms.

Short-term 69

Short-term Customer Loyalty Advertising Long-term 69

Harvard Business Review

OCTOBER 26, 2012

It can track each of these interactions across touchpoints, but doesn't know how to tie them to an individual customer. Since each touchpoint yields a particular piece of data, this becomes a complex data management challenge. Once the customer logs in, the cookie follows that customer wherever he or she goes on the web.

Retail 11

Retail Loyalty Customer Loyalty ROI 11

Harvard Business Review

JANUARY 24, 2012

On the sidewalk, an aspiring tan model flanks a manager-host, who wears a loud tie to go with the even louder voice he uses to solicit passersby. Restaurant type two: You want to have a couple of special dinners during your travels so you've done some careful research prior to your trip. customer loyalty), product usage level (i.e.

PR 14

PR Long-term Metrics Short-term 14

Harvard Business Review

APRIL 7, 2014

Pundits and managers alike readily cite reasons including the stresses of business model innovation or the difficulty of making small experimental investments inside the four walls of an established organization. And we end up ignoring — sometimes not even hearing — other customers who may become equally valuable in the future.

Disruptive Innovation 8

Disruptive Innovation Airlines Tactics Tools 8

Joseph Lalonde

MARCH 14, 2018

It’s harder when I travel, but I’m getting creative when I have to dine out, and I know what foods are good for me, and which ones I need to avoid. Lastly, I do not forget to take care of myself by exercising and traveling. Bell, Customer Loyalty Consultant and author at [link]. Curiosity and passion.

Succession 316

Succession Self-aware Learning-by-Doing Follow-up 316

Harvard Business Review

MARCH 29, 2011

She led him down a long corridor to a door marked "Hotel Manager." Palma Cay is Alegre's newest flagship hotel, and I think I can make it work with lower prices to the key travel agencies, tour operators, and online portals. Honestly, Fernando, not much," Beatriz said. Can we step into my office to talk before we do the walk-around?

Case Study 10

Case Study Hotels Price Decentralization 10