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Month: March 2010

CUSTOMER SERVICE / CUSTOMER LOYALTY | “Recession Consumers” Change Paradigm

Fri, March 26 2010 - 3:18 PM
The customer service game has been kicked up sever notches and keeps going higher. We have just released new consumer research that identifies key customer loyalty factors. The results are eye opening and are critical to your survival in the post-recession economy. We've identified key areas of focus for our clients. You can view them here. Be sure…

MYSTERY SHOP / SECRET SHOP | Manager Not Available?

Fri, March 26 2010 - 9:44 AM
I went in to a national retailer the other day, both to do a little shopping and invite the store manager to speak to the Rotary club of which I'm a member. (The store had just moved, and I thought he or she would appreciate the opportunity to promote his business by educating our members.) I made with an employee walking by me and asked to see the manag…

CUSTOMER SERVICE / CUSTOMER LOYALTY | Throwing Away a 28 Year Relationship?

Fri, March 19 2010 - 10:47 AM
Not many of those of us in business would throw away a good 28 year relationship without thinking twice. Especially in this economy. Just to clarify, this is a very profitable customer, who pays their bill on time, has chosen you over others, even though you weren't as convenient or there were others who were less expensive. I was talking to a client th…

MYSTERY SHOP / SECRET SHOP | Is March Madness Setting In?

Mon, March 15 2010 - 4:25 PM
I talk about it a lot. Business owners and managers see it year after year. What is it? It's the ups and downs of the customer experience. Employees who made it through the holiday shopping season seem to experience a bit of "March Madness" when it comes to keeping their service skills up to the highest levels. This will translate to a dip in sales, a…

CUSTOMER LOYALTY | How Could You Use an iPad?

Fri, March 12 2010 - 8:51 AM
When Steve Jobs introduced the iPad at a conference in January 2010, my first thought was to how could I use the device in my everyday life? What would it fundamentally change? I decided just about everything. From how our sales people make presentations (thanks to Keynote for the iPad) to how we write letters (thanks to Pages for the iPad) and everyth…

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