I’m sitting at the beach and looking up to a clear blue sky. A small plane passes pulling a banner advertising a local bar that has happy hour every day. I wonder. Do you? Well maybe not even a whole hour, and maybe it’s not everyday (curmudgeons rejoice!). But what if…
These days I’ve been out teaching people how the cultural experiences they create inside their company affects the relationships they have outside the company. Now of course we all know this, have always known this, but as I tell the people enjoying my workshops – the first enemy of knowledge is “knowingness.” It’s not…
Let’s look at a story that is a lesson in setting intentions. One evening an old Cherokee told his grandson about a debate that goes on inside people. He said, “My son, the battle is between the two “wolves” inside us all. One is anger, envy, jealousy, sorrow, regret, greed, arrogance, self-pity, guilt, resentment,…
The customer’s opinion is more important than it ever was before. 71% of people said they take a friend’s recommendation for a product or service. Customers today are involved and engaged in a way never before possible and it’s changing the game. For the better, I think. The customer’s in charge and the customer…
We are all beginning to realize the value of developing long term, loyal relationships with our customers. They buy more and refer more, help us develop the next generation of products and services, and they even help us keep our advertising costs in reason. But are our customers (people external to our company that buy things from us) the only people we should be building long term relationships with? No. The relationship strategy applies externally and internally as well.
I just returned from speaking at another Inc. Magazine Conference on Customer Service Strategies. I enjoyed three days of learning and networking with some of the best and the brightest minds in the field, and in the entrepreneurial community. There was one thing in particular that was so rewarding for me this year. The absolute recognition and affirmation in almost every session that I attended that without creating an environment where the workers feel valued and good about coming to work, you cannot even hope to deliver a level of service that will build true customer loyalty.
What would happen if you stopped TRYING to make money? If, for one whole year you didn’t think about creating profit. If, for that year you took your focus off what was dropping to the bottom line? Do you think your business would fall apart? Do you think your profits would naturally drop? Well, that depends.
I was talking to my friend Judy the other day. She owns a small business here in town and has clients all over the country. We were talking about motivating employees because I have been writing a teleclass on that very topic for National Seminars (see below) and I love this energizing topic! Whenever I am working on a project I have a habit of discussing it with a lot of people to get a whole range of opinions
There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On the flip side, it costs anywhere from 6-30 times more to get new customers than it does to keep the ones you have – that is, if they’ll stay!
The “Get Real” Guide to Having a Good Day Every Day
By JoAnna Brandi
There’s never been a time when great customer service mattered more than it does now. The economy is recovering, but consumer confidence is still down, and the customers who are buying have scores of choices of where to buy and how to buy. And now, almost every product and service out there has been “commoditized” so it’s hard to determine who actually offers the best value (and so, many people just shop based on price alone.)
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