How can you retain an upset customer?

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New Voice Media recently reported that poor customer service loses American companies over $62 billion annually. 33% of Americans say it only takes a single instance of poor customer service for them to consider switching companies reports American Express! Made smarter by the internet, customers are empowered and emboldened to accept nothing short of value.  It has made them Fickle—quicker to leave if unhappy.  Fifty one percent of Americans say that they will never do business with a company again after having a negative experience!  It means we have to have a powerful service recovery capacity to fix things quickly when they go wrong.
 
It was a stormy night and Chip’s three granddaughters were awakened by the loud, shake-the-rafters thunder.  They quickly descended upon his bedroom, eager to sleep with Chip and Nancy.  Their arrival triggered a discussion about the difference between thunder and lightning, including[…] Continue…

Who is in charge of your ATTITUDE?

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You are in complete control of your attitude.  Victor Frankl in his classic book, Man’s Search For Meaning, described how prisoners at the Auschwitz concentration camp in World War II determined their longevity by the way they imagined their future.  The book has sold over 10 million copies.  Camp survivors did not let their cruel guards determine their attitude toward life.  While they had no control over their physical fate, they did have total domination over how they emotionally viewed their fate.
 
Customers today have changed. They are Picky–more cautious in their choices and they are smarter as well as better informed in a world with many more 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.  Thirty three percent of Americans say that it takes only a single instance of poor service for them to consider[…] 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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