retention

Bring Magic to Your Account Management - 1/19/21


One of our first sports-industry clients was the Orlando Magic.  They were a true leading-edge organization in the early 2000s when it came to dedicating resources to season ticket holder retention.  They didn’t make customer service, relationship-development, and renewals simply a function of the Sales department.  They broke it Read more

Customers Want Easy, but Easy is Difficult - 1/12/21


New employees go through days of training to learn products and services.  They have formal workshops to learn how to use their office applications, web functions, and whatever programs are specific to their department.  They test new technology, and they get quizzed on knowledge of policies.  This is hours Read more

Make 2021 the Year of Building Relationships - 1/5/21


I’ve been very fortunate over this company’s 20+ years in business to have great and long-lasting relationships with many clients, colleagues, business partners, and co-workers.  It’s a gift to be able to call on these individuals for advice or referrals or to be a sounding board.  And it’s just Read more

Bring Warmth During Winter - 12/29/20


Winter is upon us.  Now, winter can mean different things to different people in different regions, but just the word conjures up cold.  It conjures up visions of snow.  It conjures up feelings of wind and lack of warmth. Although some of us may like the cold at times of Read more

2020 Holiday Poem - 12/22/20


When in the role of customer service,We are wired to give and give.It’s built into our DNA.It’s simply the way we live. In order to give to others,We need to find ways to give them their fill.We need to pour empathy and openness into them.To serve, we need to have Read more

It’s NOT about the Cinnamon - 12/15/20


It was happening again.  Jessica had just handed the freshly made concoction to her coffee shop customer, and less than a minute later, the customer was in Jessica’s face, red as a beet, ranting and raving:  I specifically asked for extra cinnamon on top!  Does this look like extra Read more

Locke-in from the Start - 12/8/20


John Locke was a 17th century English philosopher, physician, and researcher.  He wrote many papers arguing particular points, oftentimes using reason and facts as the basis for his position.  He noted that many disagreements start because there is – in my words – a lack of real clarity about Read more

The End of the Tunnel - 12/1/20


Have you ever heard the expression:  There’s light at the end of the tunnel… In this COVID-era world, it sure does feel like the tunnel is long, doesn’t it?  It sure feels like this is not a light that we’ll be at in 2 seconds after the train goes another Read more

A Lesson in Gratitude - 11/24/20


Mr. Robinson went to the hardware store with his teenaged son, Steve.  Steve was starting his first woodworking project – building a small coffee table – and needed supplies.  As they walked the aisles, Mr. Robinson and Steve couldn’t find the exact type of wood they wanted, so Mr. Read more

Why Your Job is Important - 11/17/20


I was speaking with a client recently, and she was telling me about one of the classes delivered by their professional development team. Her description of the course reminded me of some client workshops we’ve conducted where a part of the outcome is having individual staff develop Personal Mission Read more

Make 2021 the Year of Building Relationships – 1/5/21

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

I’ve been very fortunate over this company’s 20+ years in business to have great and long-lasting relationships with many clients, colleagues, business partners, and co-workers.  It’s a gift to be able to call on these individuals for advice or referrals or to be a sounding board.  And it’s just as big a gift when they reach out to me for those same purposes.

There is no recipe for how to maintain business relationships over long periods of time.  If there was one, I’m sure Google or Microsoft would have branded it by now and made their bajillion’s.  There’s no recipe because every individual is different, every organization is different, every dynamic between two people is a little bit different.  And although there is no one recipe, there are a few guiding principles that I go by that I thought I’d share with you as you continue to maintain and develop your own relationships in the working world:

  • Think and act in a long-term manner. A relationship is a long-term thing.  It’s not a transaction.  Knowing that forces me to think and interact in a way that conveys I have the other person’s long-term best interest at heart.  That might mean giving them advice and guidance that results in CSS not getting a contract in the near-term, and that is absolutely fine.  It’s about what’s best for them long-term, not what’s best for CSS.
  • Be appreciative of others. Other people make decisions all the time about whether or not to work with us or whether or not to respond to my messages.  I appreciate the consideration and the responses.  The proverbial attitude of gratitude is a real thing; appreciate others because they are unique and special.
  • Treat EVERYBODY with respect. That means everybody I engage with or run into – I just try to make respect an all-the-time kind of thing.  I really work hard to treat others with undivided attention, like they are the most important person in the world to me.  And usually, in that moment, they are the most important person in the world to me.
  • Build Trust. I conducted a team-building workshop for an Executive Team, and I had them write 3 things that others do that helps them to trust the other person, and write 3 things that others do that makes the individual not trust others.  The variation in responses was amazing.  “Build Trust” may be the hardest principle of all because trust-building/breaking can be defined differently by different people.  To build trust, If somebody tells me something in confidence, I keep it to myself.  If I say I’m going to do something by a certain time, I do it.  If I can’t do it or not within the timeline, I let them know.

 

Now, as a disclaimer, I’m not perfect at these guiding principles.  I mess up, but I’ve found that if I’ve worked to establish a relationship, the other person will give me some grace.

Keep in mind that I’m not naturally the most extroverted or gregarious person in the world.  I’m not a relationship savant.  So, I have to work at relationships.  I have to think about it.  I have to have principles and apply them over and over again.

Use these principles and those that align to your values to make 2021 the year of building relationships.

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Reach Out More for COVID-19 Customer Retention

Posted on in Business Advice Please leave a comment

Ever since the Coronavirus pandemic became a reality for individuals, their communities, and their countries, it became clear that people were going to be hurting…that lives were going to be changing…that the realities of the past were going to be very different from the current and near-term future realities.

When Our Customers Can’t…

Oftentimes when individuals are going through change or they’re hurting, they have a limited reservoir to pull from for others.  Our customers have less energy or resources or money or time to give, so energy and resources and money and time are part of what they need.

When customers can’t give enough, it’s frustrating for them to be asked to give more.  So, from a customer service and retention perspective, or even a marketing perspective, move to view today through the eyes of your customer even more.

They don’t want the sales pitches as often.  They don’t want the target marketing as frequently.  But that doesn’t mean you can’t have touch points with customers.  That doesn’t mean you cannot reach out to customers.

In fact, we think you should reach out to them even a little bit more because your customers have needs beyond your product or your service.  They have more personal needs for their health or their well-being or their experience of enjoying life simply as a human being.

…What We Can

Consider reaching out to customers a little bit more, but – much more importantly – reach out to them a little bit differently.  Understand their world – their issues, needs, and goals – and determine what you could provide to them to help address those issues, needs, and goals.

For example, is there some information they don’t have access to that you could provide?  Are there some complex issues that you could address for them with simplicity?  Is there information or knowledge that is difficult to acquire, and you can create a 1-pager or a graphic or a simple link that they could click on to easily get the information they need?

Is there something they need in the near-term that you can provide in the near-term?  Keep in mind that customer retention is based on the business premise that we want to maximize lifetime value of each client to our organization.  So, these short-term and highly customer-focused touch points are being done to maintain and deepen the relationship for the long-term.

In other words, to maximize customer retention, you need to have a long-term focus.

The trees that live longest generally can weather the storms better if they have deeper roots.  Plant the seeds of customer retention today by reaching out a little bit more with a lot of extra value in the information you provide to your customers.


Increase Research for Improved Customer Relations During COVID-19

Posted on in Business Advice Please leave a comment

What makes a relationship? Many actions can make or break a relationship, but all solid relationships require at least two things: Communication and Caring. And customer relationships are no different in this respect.

No Communication = No Connection

If we don’t have some frequency of dialogue with the customer, then we not only are not top-of-mind, but we’re not even “bottom-of-mind.” We are not in the mind. They don’t think of us, they don’t consider us because the relationship has gone stale.

Now caring is in the eye of the beholder. How one person defines whether they are cared for by the other may differ from individual to individual. But if we put things in the context of the customer relationship, there are some more consistent realities. Communicating with the customer just to sell isn’t relationship-building. A lack of communication isn’t relationship-building.

What Caring for the Customer Requires

Caring requires that people feel like they’re viewed as an individual – that we value them. It requires that we usually listen more than talk. It means that we try to understand their issues, needs, and goals, and – if they want more than the listening ear – we address those issues, needs, and goals.

So much of what I just described suggests that we can – and MUST – improve customer relations through research, and CSS is conducting a great deal of research in this COVID-19 environment because our clients understand this truth.

Customer research done correctly involves a company asking a customer a question. It involves the company seeking information from the customer, ultimately for the customer. Sometimes, well-designed research instruments convey caring for the customer and valuing of the customer just by how the tools are worded and what questions are asked.

Design with the Customer in Mind

What do you need to know about the customer to help them? What do you need to learn about them to best serve them? How do you identify their priorities, their issues, their concerns, their perceptions, their preferences? And how do you construct these questions in such a way that you convey that you care? We’re talking about research, and we’re not necessarily saying it’s purely web-based surveys. This can include one-on-one interviews, phone follow-up from account representatives, or check-in calls from staff. This could include informal e-mail requests, or it could include facilitated ZOOM focus groups.

Whatever it is, do enough of it to know enough about as many of your customers as possible to help them. If you professionally design with the conveying that you care in mind, you will improve customer relations.


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