Smart Marketing with Customer Loyalty

More Loyal Customers wins book review award
May 21, 2008, 2:55 PM
My latest book, "More Loyal Customers" has won a book review award.

Choosing Service Means Choosing Responsibility
May 21, 2008, 7:50 AM
Recently I wrote about a book called: "Choosing Civility". One thing I like about the book is that it puts the responsibility for change on us, not on others, Even the title says it well. We have the ability to ...

Here's a Sure way to Increase Customer Loyalty
May 19, 2008, 8:25 AM
My mom gave me an article recently about a book she thought I'd find interesting. She was 100% right. The book is called "Choosing Civility" by P. M. Massimo. It's about the trend in our world that has us focusing too much on ourselves and not enough on each other. The author starts the book this way ...

Surveys Show the Opportunity of Improving Customer Service
May 15, 2008, 8:45 AM
A recent survey by YouGov says 58% of customers are willing to pay more to do business with companies they hold in high regard. And 48% of customers say excellent customer service is the best way to build a reputation that people respect and value. Of course this makes sense. Intuitively we know most people ...

The Long and Short of Customer Loyalty
May 13, 2008, 7:10 PM
The best way to improve customer loyalty is to serve your customers so well they come back and they tell others. This is what I call Remarkable Service. And it's what many people forget when they try to find ways to keep their customers coming back. There are three essential components of ...

Advice for Dell to Improve their Customer Loyalty
May 09, 2008, 7:05 AM
Erica Ogg, at C|NET News.com has some advice for Dell to improve their customer service.Among other things, she suggests Dell go back to their customization roots and they ...

Great Customer Service Starts at the Top
May 08, 2008, 8:10 AM
I did a customer service seminar earlier this year for a fun company. It was for front-line people who spent 99% of their time with customers. They didn't get much face time with upper management. And this is common with a lot of the companies I work with. What wasn't so common was ...

The State of Customer Service (Sneak Peek)
May 01, 2008, 12:50 PM
Since January of this year, my company has been conducting an ongoing survey to determine what people think about the state of customer service these days. With four months of data in hand, it's time to start revealing some of the responses we're getting. So here is a peek at our ongoing 2008 State of Customer Service survey ...

New Book Helps You Increase Customer Loyalty
May 01, 2008, 9:50 AM
I have published a new book on how to increase customer loyalty.

The End of Customer Service (As We Know It)
March 25, 2008, 6:15 AM
Time Magazine's online edition claims customer service is going away. If we are to believe a recent article in Time, before long we'll be self-servicing ourselves in every way imaginable from grocery checkout, to hospital check-in, from computer trouble shooting to phone bill and credit-card problem resolution. The article points to retail trends started by ...