customer retention

I want to be an Astronaut - 9/10/19


When I was young, if a child was asked what he wanted to be when he grew up, the answers were often a fireman, a Pro Football player, a teacher, somebody who got to drive a truck, or an astronaut. Maybe the question is still asked today, and, if Read more

Don’t Mistake Kindness - 9/3/19


I have a friend who does a lot of things for a lot of other people. He sometimes has a hard time saying “no,” and he really works hard to try to be kind to others. But occasionally some of those for whom he does good works will ask Read more

Do Anything, but Not Everything - 8/27/19


We work with a lot of educational organizations, but this Tip of the Week applies to virtually any kind of business that has repeat customers. To deliver great service, be willing to go above and beyond, do virtually anything for the customer. But in the world of colleges and Read more

Be Generous to a Fault - 8/20/19


People who think they’re generous to a fault usually think that’s their only fault – American Journalist Sydney Harris. This quote reminds me of someone who views themselves as a giver – someone who is so humble that he likes to humbly tell everyone of the gifts he’s given, good Read more

Don’t Assume because... - 8/13/19


You've probably heard this statement growing up. Your parents said, “Don’t assume, because it makes…you look bad.” Or something like that… Recently my laptop screen died, and since it was an older laptop, I decided to go ahead and buy a new one instead of paying to have the screen Read more

Patience Leads to Positivity - 8/6/19


Thank you for your patience. That’s a statement I enjoy saying…when I am the customer. When I’m trying to learn something and I’m about to go into a process, I want to have a feel for what the whole process involves. Over the years, I’ve gotten tired of feeling like Read more

Back to Reality...for Customer Expectations - 7/30/19


Have you ever walked into a patient registration area of a hospital and seen a sign that said “if you’ve been waiting longer than 15 minutes, please see the receptionist?” Have you ever called a customer service number and been told by a recording that “the average hold time is Read more

For Excellence to Happen, Get Engaged - 7/23/19


The customer was throwing an absolute fit in the lobby. Sitting among several other customers waiting for her number to be called, she was raising her voice and letting out the occasional expletive about the lengthy wait time. An employee sitting behind the counter thought to herself: I’m going Read more

Libby Listened to Serve - 7/16/19


Libby was new to her role with the organization. She had never been a customer service representative in a call center before, but she was hired because of her attitude. She wanted to learn, enjoyed working with people, and could carry on a conversation with a wall. After going through Read more

Chris Got Noticed for All the Right Reasons - 7/9/19


Chris was working through a temporary agency, and he got a job at a warehouse. He was packaging items to be shipped out, and his shift didn't start until 7:30 a.m. Chris always got there a little bit early because of the bus schedule, and he hated just sitting Read more

Customer for Life – The Third Step – 4/2/19

Posted on in Customer Service Tip of the Week Please leave a comment


Two weeks ago, we addressed the Second Step of keeping a Customer for Life: Never let a relationship go stale – keep the communication going. Now, we’re sharing the Third Step. To have a customer for life, you have to address what will keep them. Sounds simple, but this is the hardest part. Let’s assume that you’ve addressed the first 2 steps (knowing the customer and keeping the relationship fresh – the communications ongoing). Now you’ve got to address their retention-drivers.

This is hard because you could have 10 different customers with 10 different reasons they’re with you, with 10 different reasons why they’d leave you. Mary may be with you for your responsiveness, and Mark is with you for convenience; Jennie is with you for a particular product feature, and Josh is with you because he receives great value. Renee wouldn’t leave as long as she’s treated consistently, and Rashaad wouldn’t leave as long as he’s treated like a king.

You see, to have a Customer for Life, this 3rd step requires that you know each customer uniquely and – more importantly – you consciously address each one as unique. You have to be highly responsive to Mary and make processes easy/convenient for Mark. You have to ensure Jennie never loses that feature, and you’d need to reinforce perceived value and add actual value for Josh. You’d have to be consistent with Renee and ensure your co-workers provide her the same level of service; with Rashaad, you’ve got to treat him like a king!

To create a customer for life, be conscious of the unique quality that keeps each customer. Then – in every encounter – strive to address that reason for staying.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Customer for Life – The Second Step – 3/19/19

Posted on in Customer Service Tip of the Week Please leave a comment


Two weeks ago, we shared a Customer Service Tip on how to get (and keep!) a Customer for Life. We addressed the First Step, Knowing what you need to know about the other person. Now, we’re sharing the Second Step. To develop a relationship with anyone, there has to be some semblance of ongoing communication. There has to be some kind of dialogue that is not all about you. It’s about listening to the other person, about seeking them out and sharing something of value, or listening to something being shared by them.

For those of us that are trying to deepen relationships with our clients and grow our business with them, oftentimes we can get into a habit of communications being all about selling. Communications become all about pushing information. It gets to the point where, whenever they hear from us, they’re hearing about us and our products and services.

But think about what makes for a good relationship. There is informal as well as the more formal interaction. There are not long periods of dead silence. There are enough ongoing communication touches that the relationship never goes stale.

The Second Step in gaining a Customer for Life is to have a strategy that you implement that ensures that you don’t go too long between communications with the other person. This strategy has a mix of formal and informal touches. You’re not constantly pushing information to them, and sometimes you’re just engaging them in informal discussion.

Sometimes you’re asking them questions to learn more about them. Sometimes you’re requesting information or being inquisitive. And sometimes you’re providing something just because it’s the right thing to do even if there is no direct tie into a new sale.

In other words, care about them as an individual enough so that more than half of your communications with them are either helping them out, generally keeping in touch, or asking them about themselves.

To create a customer for life, take the second step. Make it about them, and never let the relationship go stale.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page

 


Recipe for Reputation Rehab – 1/29/19

Posted on in Customer Service Tip of the Week Please leave a comment


As another corporation is trying to recover from self-inflicted reputation wounds, it is seeking to get back in the good graces of consumers. It’s laying out a 6-point plan to improve its performance, but – in the end – publicizing this plan is also about rehabilitating its reputation. Here’s their 6-point plan:

  • Changing the organizational structure
  • Eliminating incentives that negatively affect customers
  • Improving the customer experience
  • Innovating for customers
  • Retaining team members
  • Giving back to the communities.

 
I’m not going to get into the specifics of what these terms mean to them, because what’s important is what these terms mean to you and your organization. To improve your business, ask yourself these six related questions:

  • How could you or your organization change how it’s organized or structured to facilitate internal communications and decision-making, and to better serve customers?
  • What current incentives don’t drive behaviors that benefit customers, and what new incentives would motivate staff to actions that create customer delight?
  • How can you improve the experience of your customers?
  • What are creative ways to come up with fresh ideas from staff to better communicate with customers as well as retain and grow business with customers?
  • How can you get more joy out of your daily work?
  • How can you bring more joy to co-workers and those you serve?

 
Want to uncover ideas to improve yourself, your company, and your customer’s experience.

Try this recipe for reputation rehab.

Signup for FREE Tips!    Contact Us    More Resources for You    Visit Our Home Page