Do You Love Up Your Customers?

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Noted small business guru Jim Blasingame talks often on his syndicated radio show about the importance of “loving up” your customers in today’s highly competitive marketplace. He encourages his listeners to be certain they train their employees on the appropriate ways to “love up” their customers and to ensure they never miss the opportunity to demonstrate their prowess at “loving up” customers.
 
The landscape of customer service has been re-contoured. Today’s customers are not at all the way they used to be 5 years ago. What has caused customers to be so different? First, customers get terrific service from some organizations and use those experiences to judge everyone. When the FedEx delivery person walks with a sense of urgency we expect the mail carrier to do likewise. Second, customers have far more choices than ever before so they are forced to use their purchase experience as their primary tool for discernment.[…] Continue…

How can you put customers in position to guide your direction?

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Have you noticed that your customers have changed? 79% of customers say they want brands to demonstrate that they care before they will consider a purchase. They have raised the bar on how they view customer experience. And 76% of customers say the level of customer service you provide is the true test of how much your organization values them. They are looking for service providers who consistently deliver service experiences that drive loyalty! Service providers focused on delivering GREAT service! The kind of service that takes the customers’ breath away! If we can consistently deliver this kind of experience the payback is huge!
 
Chairs are a big deal.  The big boss sits in the chair at the head of the board table.  The best player in each section of an orchestra is called “first chair” and the first chair of the first violin section is the “concertmaster.”  We call the leader of a committee the “chair.” Many renowned professors[…] Continue…

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…

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