The most outstanding customer experiences aren’t built on technology. They’re rooted in a practical vision, focused leadership and empowered employees. Here’s how to set the right course for your customer experience in 2017.
The best loyalty programs successfully keep customers coming back. But new research finds that many programs do the exact opposite: They turn customers away.
Companies have shown their thanks to customers through loyalty plans longer than Thanksgiving has been an official holiday. And while Thanksgiving hasn’t evolved much — we still eat turkey and pumpkin — loyalty plans have.
Some customers are great because they’re good for business and morale. Working with them makes your employees happier. And that’s why you need cool ways to reward the most deserving customers.
Customers can come and go as quickly as clicking the “next” button on their smartphones — that is, unless they’re rooted in their relationship with you.
When people don’t have sufficient persistence, they take rejection personally. They become hesitant to get in front of another potential customer because the pain of potential rejection is too great to run the risk.
Customers are feeling pressure to get more done with less, so many of them are reducing the number of companies they do business with. At the same time, companies are urging their salespeople to increase sales to present customers.
Most companies say they have great service. Fewer have created an actual customer service culture that thrives. Have you?
Your memory may be the most valuable tool in winning customer loyalty.
Successful companies spend time with their customers beyond the initial purchasing transaction, providing value and building engagement and alignment. They continue to learn what their customers need after closing the initial sale.