Customer Retention and Loyalty Program | Call Today: 1-877-779-3275

Tag - Customer Satisfaction

6
May

Customer Hot Buttons – Why You Need to Know Them!

“Well,” you say, “I can see how there could be a lot of value for my business in conducting surveys for customer satisfaction, and I understand the reasons for focusing on the top 20% of my clients, but what sort of questions should I ask?  I don’t want to waste my time asking the wrong …

15
Apr

Customer Retention Statistics – Customers Rather Just Go Away!

One of the major problems with being on top of customer satisfaction is that most unhappy customers just won’t talk to you.  They’d rather just go away, and not come back.  In fact, according to Ruby Newell-Legner in “Understanding Customers,” only 4% of dissatisfied customers will tell a business anything.  96% will just walk out …

25
Mar

What Should I Be Asking My Customers?

“Well,” you say, “I can see how there could be a lot of value for my business in conducting surveys for customer satisfaction, and I understand the reasons for focusing on the top 20% of my clients, but what sort of questions should I ask?  I don’t want to waste my time asking the wrong …

3
Mar

The Worst Customer Service in 2013

Despite strong gains in customer satisfaction in recent years, many traditional retailers’ scores remain below the average for their sector. In particular, some of the nation’s largest retailers had among the lowest scores. Based on ACSI data, 24/7 Wall St. examined the companies with the worst satisfaction scores in retail. To identify the 10 retailers …

10
Feb

Statistics – Unhappy Customers Walk

Customers genuinely do care about how they’re treated, and they’re not shy about voting with their feet. According to Harris Interactive, 86% of the customers who stop doing business from a company do so because of a bad experience – that’s up from just 59% four years ago. Why is this happening? Are employees becoming …

5
Dec

A New Store Down The Block Part 2

When we talk about local stores having a local advantage, what does this actually mean, and how will this help you when it comes to understanding how to retain a customer in the face of Internet-based global competition? In many ways, it’s really a matter of getting to know your customers, and being responsive to …

26
Sep

Walking Past A Gold Mine Part 1

Are you walking right by a gold mine every day without even recognizing it? Don’t say it couldn’t happen, because it does happen – even to very smart and very experienced business owners. If you saw something that could be of value to your business – an opportunity, an unmet need, a chance to save …

8
May

Retaining vs. Replacing Customers Part 3

Let’s talk a little bit more about word-of-mouth. Here’s the plain truth: Word of mouth isn’t just word of mouth any more. It’s no longer just a casual street corner conversation, or a casual mention at a business lunch. People don’t just say things – they post them on Facebook, in their blogs, on business …

28
Feb

What is a Customer?

A customer is the most important person in any business. A customer is not dependent on us. We are dependent on him. A customer is not an interruption of our work. He is the purpose of it. A customer does us a favor when he comes in. We aren’t doing him a favor by waiting …

27
Feb

Customer Choice and Customer Loyalty – Part 2

The first step toward building customer loyalty is to find out what your customers are thinking. In-store consumer satisfaction survey cards and online survey forms are a good start. They’ll give the customers who are actively looking for a way to give you feedback a chance to speak to you directly. But they’re only a …