The customer is in charge and the customer is talking - about you. There's great value in engaging the customer. Engaged customers buy more, tend to be more loyal and recommend their friends to you. The "thumbs up " on Facebook is one of the ways the customer spreads the word about you and one of the reasons you want to make sure you are engaging the customers in ways you never did before.

71% Take a Friend’s Recommendation

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 customer. 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 down. But are our customers the only people we should be building long term relationships with? No.

Customer Care – Inside and Out

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 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

Judy and the Jerk

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

The key to customer loyalty? Creating consistently positive experiences time and time again.There’s no doubt about it; customer loyalty is key to profitability.

Want To Keep Customers & Create Profits? These 5 ‘Positivity Pointers’ Can Help You Enhance Your Customer Experience

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!

Isn’t it ludicrous to believe that we could ask workers to care about customers if they don’t feel cared about? Isn’t it crazy to think that we can ask people to take “ownership” of the customer and the customer’s problems; if we don’t take ownership and create a workplace where people can feel their sense of self-worth grow? And where they can learn and develop as people as well as performers?

Customer Care and Employee Care Go Hand in Hand

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.