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Business Articles : Customer Care : Customer Loyalty Customer Service - Winning Customer Experiences Much research has been done on what the makes a winning customer experience. What is it that makes customers come back to your business instead of going to someone else's? If your repeat business is low, what is it that you are doing to drive your customers away? There is a consistent theme that emerges across the research - winning customer experiences are built on consistency. Michael Gerber in his book "The E-Myth Revisited" calls this orchestration. "Orchestration is the glue that holds you fast to your customers' perceptions. Aug 8, 2005, 03:41 Business Articles : Customer Care : Customer Loyalty Develop Loyal Customers for a Lifetime – part 2 Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service. Aug 8, 2005, 03:38 Business Articles : Customer Care : Customer Loyalty Develop Loyal Customers for a Lifetime – part 1 Traditional marketing strategies encourage business owners to continually grow their businesses by adding new customers. In today's competitive world of business, it is more important than ever to aim for more transactions with existing customers by using the power of customer follow-up and attention to good service. Aug 8, 2005, 03:37 Business Articles : Customer Care : Customer Loyalty 4 Myths about Customer Value The purpose of business is to create and retain a customer. Much has been written about customer orientation, customer relationship management (CRM), Customer Lifetime Value (CLV) metrics, Customer Centric organization models, customer retention, customer care-add any high sounding word with -customer- preceding or succeeding that word and you have a new model, a new theory. Headline hitting books, celebrity author seminars and training till another theory comes along. Aug 8, 2005, 03:33 Business Articles : Customer Care : Customer Loyalty How to Deliver Exceptional Customer Service Having been in business a number of years, I’m amazed at the number of people who don’t have the slightest idea of what customer service is. Customer service is not a way of doing things – it’s an attitude. Aug 8, 2005, 03:17 Business Articles : Customer Care : Customer Loyalty Over Deliver - The Key to Customer Satisfaction Client satisfaction starts with meeting or beating the contractual obligations of the relationship. There are also some intangibles that can help you to over deliver to a client. Aug 8, 2005, 03:13 Business Articles : Customer Care : Customer Loyalty Loyal Customers Take Commitment Loyal Customers Take Commitment: In today’s competitive world of retail, many stores are implementing external marketing programs designed to attract new business... Aug 8, 2005, 03:08 Business Articles : Customer Care : Customer Loyalty Keeping Clients Happy Keeps them Coming Back Keeping Clients Happy Keeps them Coming Back: Whether you are a seasoned small business professional, or you have just opened your doors to new clients, your marketing strategy should not only involve bringing in new business, it should also include keeping your current clients, your most important asset, happy and coming back for more or referring your services... Aug 8, 2005, 02:44 Business Articles : Customer Care : Customer Loyalty The Death of the Loyal Customer One of my classes in management focused on the repeat customer. The course stressed the importance of the repeat customer to the financial welfare of the business. We spent hours discussing ways to turn “first time” buyers into repeat customers. This is not a new concept. We’ve all heard the term “the customer is always right”. And then there is the movie we watch every Christmas where Macy tries to out “customer satisfaction” Gimbel. I prefer to take that concept one step further with what I consider the most valuable asset of a business, the loyal customer. Aug 8, 2005, 02:23 Business Articles : Customer Care : Customer Loyalty Renewing Customer Loyalty Every business loses customers, but not many do much about getting them back. And that is a big mistake. Studies show that the average business looses 20 percent of its customer base each year. Here’s what that means in practical terms: For example, let’s say your business has 700 customers that buy repeatedly from you during the year and each customer spends an average of $300 a year. If you loose 20 percent of them ( one hundred and forty), you’ll loose $42,000 a year. That’s a lot of money to make up with new customers. Aug 8, 2005, 02:18 Business Articles : Customer Care : Customer Loyalty Are You Giving Your Customers Enough Reasons To Return To Your Business? Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis. Aug 8, 2005, 02:14 Business Articles : Customer Care : Customer Loyalty Can Three Words In Webster's Dictionary Be The Key To Customer Loyalty? Are you concerned about customer loyalty? Are your customers so loyal that they will stick with you through hell and high water? And if not, you really need to question how you can create a customer relationship that’s so gluey, that you never go bluey in the face. Funnily you don’t have to go far. Reach for your Webster’s dictionary and you’ll discover a hidden secret to customer loyalty. Aug 8, 2005, 02:09 Business Articles : Customer Care : Customer Loyalty How Do You Create Customer Loyalty? Another sad fact of life is that these days, very few customers are loyal. Most of their loyalties lie with their bank accounts, and you can't blame people for watching their shrinking dollars. If you have regular clients, offer them an extra incentive now and again. Thank them for visiting and remember their names. Give them an additional discount for regular business or a promotional item to remember you & your business. Aug 8, 2005, 01:56 Business Articles : Customer Care : Customer Loyalty First Contact: The Source of Customer Loyalty With customers being smarter, more cost conscious, more product knowledgeable and more demanding, improving customer service has become a major focus within many businesses. In Customer Satisfaction is Worthless; Customer Loyalty is Priceless, author Jeffrey Gitomer contends the real solution is shifting the paradigm away from customer service to customer loyalty. This may be the first step, but the next step is to shift the focus away from loyal customers to loyal employees. Aug 8, 2005, 01:31 Business Articles : Customer Care : Customer Loyalty Customer Loyalty Loyal customers are the foundation of almost every business. Going the extra mile to provide outstanding customer service is the first step to customer loyalty. But there is more. Of course - your products and services in general need to be good. If you offer lousy uptime there is not really a reason to be loyal when being a customer. You just don't deliver, period. Aug 8, 2005, 01:21 Business Articles : Customer Care : Customer Loyalty Loyalty Programs May Keep Customers Coming Back – But First You’ve Got to Earn their Trust Remember trading stamps? If you’re over 40, chances are you will. Every time you shopped at a participating grocery store or gas station they gave you stamps to paste into a book. When you’d accumulated enough stamps, you could cash them in for “free” gifts. Aug 8, 2005, 01:20 Business Articles : Customer Care : Customer Loyalty Understanding Customer Retention Why do some businesses offer points, stamps or every tenth coffee for free? These businesses understand that a customer retention program is a fantastic way to ensure that customers keep coming back. The most recognized customer retention programs are those loyalty programs used by retailers, but this same principal can be applied to any business that wishes to maintain a loyal customer base. Aug 8, 2005, 01:16 Business Articles : Customer Care : Customer Loyalty Customers For Life Who’s talking to your customers? Is it your competition? Why or why not? When you stop to think about it, these are valid questions. Most people rely on some sort of clientele for their business, and can improve on customer relations. Jul 30, 2005, 00:33 Business Articles : Customer Care : Customer Loyalty Customer Loyalty in the Technology Industry For technology companies, service after the sale has emerged on equal footing with innovation as a competitive advantage Jul 27, 2005, 02:05 Business Articles : Customer Care : Customer Loyalty Satisfy Your Customers Let me remind you, dear readers that one of your most important duties as an entrepreneur is to create and keep customers. All businesses have customers. We must identify them and do whatever it takes to make them satisfied, within the context of the unique purpose of our own organization. Please note that your customers are not institutions, governments or facilities. Your customers are people and people have feelings. When they are happy with you, you make money and when are not happy with you, you lose money. Aug 8, 2004, 06:38