Tag: Customer Loyalty

Your Job Isn’t to Keep the Store. Your Job is to Keep Customers.

S&H Green Stamps, Muskogee, Oklahoma, a photo by Myra Golden on Flickr. Yesterday I was in Muskogee, Oklahoma for a football game that my daughter was cheering for. She had to be at the game […]

How Target Got Loyalty Rewards Right

From airlines to coffee shops to retail stores, everybody has some sort of loyalty rewards program. Some loyalty rewards programs are effective, but many are not. Next week I’m speaking about loyalty programs at a […]

If you’re not into customers, why are you even working here?

I just wrapped up a meeting with a brilliant CEO. I’m on retainer to manage the client experience at his company and today we were reviewing gaps in service. My client is big on “feeling.” […]

Customer WinBack

How to recover revenue by recapturing lost customers Profitability and growth are dependent on a firm’s ability to successfully acquire and retain customers. And if a high net-worth customer defects, the firm needs a proven […]

>>Customer Satisfaction Is Worthless!

  If Customer Satisfaction Is Your Goal, Don’t Ask Me to Help You! Last month I got a call from a client wanting me to deliver a keynote address on customer satisfaction. I politely explained, […]

5 Fast Facts about Customer Loyalty

95% of complaining customers will remain loyal if their problems are resolved immediately and to their satisfaction. TARP, Inc. (For help developing a customer recovery strategy designed to restore customer confidence after service failures, visit […]

Four Compelling Reasons to Keep the Customers You Have

Keeping the customers you have is as important to your bottom line and the survival of your business as winning new customers. It’s also a tremendous cost savings to keep the customers you have. You’ve […]