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Archive

Archive for 'Customer Loyalty'

Don’t make this same mistake in asking for referrals

I received this in my email today: Hi Curtis, We hope you are doing well. We have not received any project from you for long time. Please send us your project. Also we would highly appreciate if you can recommend our service to your friends and colleagues. Kind regards, <name removed> Aaargh!  I know that […]

How Vulnerable are Your Customers? (part 3)

In my previous blog post I described the current situation:  Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable.  What can you do about it? The second question you need to ensure you can […]

How Vulnerable Are Your Customers (part 2)

In my previous blog post I described the current situation:  Now more than ever, your customers are being bombarded by competitive offers and even some of your most loyal customers are actually listening to your competitors. Your customers are vulnerable.  What can you do about it? First, you have to understand, “Who are your best […]

How Vulnerable Are Your Customers?

How many of your customers are being bombarded by your competitors? How many are now seriously considering your competitors’ offers? Last week alone my daughter received more than 20 solicitations from colleges and universities around the country. Some are creative, some are boring, some are promising a great education and others seem to be promising […]

Here’s a Quarter, Call Someone Who Cares

Some time ago there was a Country & Western song entitled, “Here’s a quarter, call someone who cares.”  I don’t remember the lyrics or even who sang it, but this is the new catchphrase for United Airlines. In last week’s Wall Street Journal it was announced that United is dropping an Indian customer-call center that […]

Sued because of a bad customer experience

This morning I had a rare opportunity to sit down at the breakfast table with my 17 year old daughter and catch up, just the two of us before anyone else awoke.  She surprised me with her perception of what makes a good customer experience! She told me of her experience in trying to find […]

Why Customer Satisfaction Surveys Can’t Help You Understand Your Customers

I am amazed at how often I run into companies that don’t understand their customers. In my previous post, I discussed the issue of a Fortune 20 company that completely missed the mark in their marketing & sales, and was paying the price in terms of severe downward price pressure, hugely dissatisfied customers, and appalling […]

Customer Service Sadly Lacking

Mike McLaughlin over at Geurrilla Marketing blog commented on the Sad State of Customer Satisfaction saying, For the third year in a row, customer service ratings are taking a beating. According to researchers at Accenture, almost half of the 3,500 consumers surveyed said that their service experience with companies was fair, poor, or terrible. Making […]

Customer Relationships Transcend Outright Blunders

I spoke with a lawyer whom I’d advised a while back about how his efforts to reconnect with some of his best clients were going and he told me a fascinating story.  He’s been meeting them for breakfast or lunch and asking them how they’d like his firm to improve and what they thought about […]

5 Mistakes in Measuring Loyalty

Are you measuring customer loyalty because it is “the right thing to do”? I spoke with a company this last week that was doing exactly that, except that because there was no unifying strategy to their efforts to do so they weren’t able to make any sense out of their data.  Their data had been […]