Category Archives: Customer Loyalty

To be a Customer or Not…your ADVOCATES are BOTH

In the “old world” (before social media) loyal customers were also your biggest advocates. They told people about you based on some type of experience they had with your company. It wasn’t easy to do this and it happened one-on-one in most cases. It would be rare that a non-customer would go out of their…

Customer Loyalty and Word-of-Mouth

When my brother and I wrote our book, “Creating and Delivering Totally Awesome Customer Experiences,” we shared both the process and the research results addressing the type of experiences that caused customers to be fanatically loyal. The core of this was making and keeping “Promises,” building a “relationship” and then creating “Trust” with the person…

Customer Loyalty just doesn't happen…

One thing I have noticed over the years is how important something can be to someone and yet how little attention they give it.  Take for example a relationship with someone.  How many times do you see the relationship being neglected and taken for granted by the other person – only to wake up one…

Nashville delivers an experience – but did it build "Loyalty"?

Loyalty is not built overnight, but it can start with a single event. This past week I was in Nashville celebrating my wife’s birthday and had some great experiences. I thought you might enjoy hearing about them as you think about “customer experiences” and how they can create “customer loyalty.” Consistency is still KING. One…

It's all about…….YOU

I have a problem.  The problem is that I am actively engaged in speaking, writing and consulting in the area of Social Media.  Why is that a problem?  Because I am all about “what can I do for you” in the customer world and in the Social Media world it is “all about me and…

Back to basics – start with "Raw" information…

For some reason this past few weeks the discussion about “how to collect customer feedback to improve the customer experience” has come up so I wanted to address this and hopefully get everyone back on the right track. My rule is that if “you don’t know the answer, go ask”.  This basically says that if…

It's all about the customer experience…

There almost isn’t a day that goes by where I don’t hear someone tell me about how they lost a customer to their competition.  Upon further inspection there are all sorts of reasons such as price, terms, product availability, better expertise, or a host of other so called “reasons” why they defected.  BUNK! OK, sometimes…

Actions speak louder than words…

One issue that seems to resonate in the market is who companies care about the most – NEW customers or CURRENT customers?  What I find out there is an incredible discrepancy between what is “said” and what is “acted” out by companies. Too often a business tells its existing customers that they are the MOST…

When will they get it…

When are companies going to GET IT – the customer has a voice about the experience they want from a company.  Unless companies can dial into this experience, they will become irrelevant.  A great article that supports this and has the numbers to back it us is the Internet Retailer and their article, “Companies fail to measure…

Love it or…

I recently read and article about the new head of Newsweek magazine and how he, Tom Ascheim, is having to transform the magazine if they are going to survive.  While I am not a big fan of the print media overall because of how they sensationalize almost everything, I do have to agree with Tom…