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Smart Marketing with Customer Loyalty

One of the best ways to build a more profitable and sustainable business is by increasing customer loyalty. Your marketing dollars go much farther when customer loyalty is high. Discover new ideas and tools to keep your customers coming back.
Latest Posts

Don't Hide Important Information from Customers
February 04, 2010, 11:40 AM
I had a document to print and I wanted it spiral bound for easier reading. So I pointed my Web browser to Fedex Kinko's to get pricing before I went to their nearby store to do the printing. What I ...

Minnesota auto dealer makes a bad deal worse
January 27, 2010, 12:05 PM
When I was a kid, a local car dealer had long-running advertising campaign centered on the tagline: “A better car deal – we wrote the book!” Recently, another Minnesota car dealer made a good start writing a different kind of ...

Don’t always tell your customers the truth
January 27, 2010, 11:55 AM
In the business of customer service training and improvement, we talk about being honest and open with our customers. This is important. It builds trust and improves communications with our customers.

We choose our attitudes and our actions
January 25, 2010, 12:05 PM
In just about every customer service training session I do, I hear someone say this (or something like this): ...

President Obama offers useful customer service lesson
January 18, 2010, 11:55 AM
When discussing a recent national security issue, President Obama offered a useful lesson for anyone who works with customers. He focused his efforts on finding solutions rather than blame. And he ...

Give customers the gift of attention
January 15, 2010, 11:55 AM
In his book “Free“, Chris Anderson talks about how an abundance of information can lead to a scarcity of attention. We know what he means, don’t we? Daily we are blanketed with information from hundreds (even thousands) of sources. Most ...

How to give the right customer experience every time
January 05, 2010, 11:45 AM
We talk a lot about how important it is to give our customers the right experience. It’s extremely important. Because their experience becomes our brand and that determines their loyalty. The challenge with customer experience though is that everyone is ...

Plan your customer service improvement for 2010
December 31, 2009, 11:45 AM
Sometimes things happen just as we want them to. But often we get better results if we plan the changes we want. It doesn’t mean we’ll get exactly what we plan for. But we’re more likely to get what works ...

Better customer service means staying in the game
December 29, 2009, 11:40 AM
Too often when a company (or person) fails at customer service, they run from the failure. They never return to the “scene of the crime”. I understand why. Most of us would rather move on to future successes than be ...

Most businesses would love this level of customer engagement
December 21, 2009, 11:50 AM
An elementary school teacher gets removed from her classroom and placed on administrative leave. When parents find out why they are outraged. They respect this teacher. They know she does good work with their kids. They want her in the ...



Latest Comments in Smart Marketing with Customer Loyalty posts

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By: jim on 2/7/10 at 10:53 AM
Don't Hide Important Information from Customers
I agree wholeheartedly. What is amazing is how many companies do not employ tools to make customer contact easier, and thus increase loyalty. For example, if website place a YAKFREE webphone on their site, users could click-to-call customer service with zero cost to either party. Why wouldn't companies do things as simple as this?
By: Josh Lowenthal on 10/1/09 at 6:24 PM
Customer Loyalty Value Calculator
Hey Kevin, thanks for the great write up regarding hiring friendly people. This is something that is huge for us. In fact, 50% of our hiring process is based on the candidates ability to fit within our company culture. We are big on making sure we have "the right people on the bus" (we will get them in the right seat in time). There are some excellent resources about our hiring process available on Zappos Insights. While it is a paid membership site, there is plenty of free content to check out as well.
By: Donavon on 6/3/09 at 4:28 PM
For Better Customer Service Lose the Scripts. Hire Friendly.
Love the video! That was great. I hope that SWA realizes what a great employee they have! It kept everyone interested and awake.
I can always tell a difference in my clients if I am in a good mood or bad. Your mood and tone rub off on them and if they feel you love your work and are truly interested in their situation, they will always come back to you.
By: Kim on 5/31/09 at 11:31 AM
Deliver Better Customer Service by Having Fun
I have literally held so long that when someone picked up, I had forgotten who I called in the first place! Those are the times that I got busy doing other things while waiting. Thank goodness for Bluetooth technology!! But I will say this; those are calls that only happen once in a while. Typically if I have to hold for a long period of time, I will hang up and try to find someone else to do the job, etc.
Another thing that drives me crazy is the inevitable robot receptionist. You call and no matter how many buttons you push, you cannot get a live human being on the phone. Unless I have absolutely no other option, I do not use that company again!
By: Kim Shuford on 5/31/09 at 11:21 AM
Things to Do While Waiting on Hold for Customer Service

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