Are Your Customers Free to Come and Go?

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Growing up on a cattle farm is a chance to see both the promise and perils of freedom.  For months cows leisurely graze, sleep in the shade, and drink water from a nearby pond.  In the winter when there is no grass, bales of hay are delivered to their “doorstep.”  But, when the time comes for cows to be transported to market, herding can become a challenge.  It starts out rather peaceful; but, as cows are moved from the open pasture into small holding pens and then forced to go into a loading shoot and onto the truck, it requires electric prods to convert their revolt into compliance.
 
Our culture is all about freedom.  Customers enjoy “grazing” in the fields of choice.  Today’s wired and dangerous customers relish having countless options and enjoy the security of personalization. And, when they are prodded to follow a lock-step freedom-limiting path, they quickly leave the herd for greener service pastures.  When they have[…] Continue…

It is Valentine’s! Are You “Loving Up” Your Customers?

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Valentine’s Day is this Thursday as we all (hopefully) know. While you may be busy acquiring something for that very special person in your life, it is always a good time to think about how you can show your customers how much they are valued as well as appreciated. Recent research by New Voice Media has shown that feeling unappreciated by a company is the #1 reason customers say they switch away from products and services.
 
Stew Leonard, Jr. CEO of Stew Leonard’s Dairy Store headquartered in Norwalk, Connecticut, is about as energetic about customers as anyone you can find. He rushes around his stores glad-handing customers, soliciting their feedback, ringing up sales, helping lost-looking customers find what they’re in search of, thumping employees on the back, and generally energizing everyone in the place. When he speaks to groups, as he often does, one of his favorite phrases is, “Ya gotta love that customer!”
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Is Your Customer Intelligence Keeping Pace with Customer Expectations?

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Customers are different today! Their ever changing expectations continue to increase! 70% of American consumers say they have spent more money to shop with a business that delivers great service! (American Express). They have raised the bar on how they view customer experience. They are looking for service providers who consistently deliver service experiences that drive loyalty even in an environment of customer expectations that change at supersonic speed! Everyone lives in a wired 24x7x365 world today where customers expect us to keep up with their needs and desires and to change our experiences as well as offerings to meet their rapidly changing demands.
 
The downside of a vacation at the beach can be eating way too much seafood, especially if you happen to be a lover of delicious fare from the deep! A popular antidote to weight gain from beach banquets is to rent a bicycle for a long ride along the shore.
 
Bicycle rental today is[…] Continue…

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