Today’s customer is very different from customers of the past. Customers today are Picky–more cautious in their choices. Made smarter by the internet, they are empowered and emboldened to accept nothing short of value. It has made them Fickle—quicker to leave if unhappy.
44% of customers stop doing business immediately after a less than satisfactory experience and another 15% exit as soon as their contract is up! Making certain you make strong emotional connections with customers throughout their entire journey with you and having a very strong service recovery process in place is critical to attracting and retaining today’s wired and dangerous customers.
Some years ago one of John’s children played college soccer for the University of Georgia. Go Dawgs! This story still rings true in terms of how you build loyal customers.
We arrived at the new Springhill Suites in Athens, GA on the way to see our daughter[…] Continue…
76% of wired and dangerous customers today say they view customer service as the true test of how much a company values them. Walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. What is the difference? There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful.
How can you make a strong emotional connection with customers?
As we often tell our consulting clients, “it is not hard”! But, it does take a well thought out vision of what your unique and distinguishing service experience should be as well as a clear definition of the experiential elements employees need to consistently provide to deliver your special experience across the entire customer journey. There are several common components we find that deliver[…] Continue…
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!”