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Casual Articles - Six Drivers of Customer Loyalty
Call them what you will: Loss Prevention, Assets Protection, Security, or Store Detectives. The larger your store, the more you need to protect your assets from shoplifting. Shoplifting costs businesses millions of dollars every year. Protection is important, but if your customers feel like they're being watched, they'll feel uncomfortable and shop elsewhere. While a visual deterrent will make dishonest shoppers think twice about stealing, if you're interested in catching thieves, your surveillance will need to be covert. While a great camera system and trained observers can be an excellent way to detect shoplifting, the expense of such a surveillance camera system can be cost prohibitive. So what is a business owner to
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to th
Here's a secret technique for finding a job in the film industry that has had amazing results! It will give you an advantage over everyone else looking for work. Trust me on this one as I have personally used it to find work, locate producers and get deals. It's the bomb! Here's how it works.First, go to Google and set up a "Google Alert". This feature sends you an email every time something happens in the news. Now, it will ask you to enter keywords for the search. Enter something that relates to the type of work you are looking for such as: "casting director", "new production company", "in production" and so forth.Save this alert. Now every time a new production company is formed or a film
In reviewing many of these iconic declarations I’ve discovered that six aspects of how an organization should view and treat its customers are usually mentioned. I believe that when all six of these drivers are consistently and thoughtfully implemented throughout a company, the financial bottom line increases because the operational bottom line of building caring and satisfying relationships with customers is effectively and creatively addressed.
The best way to increase profitability is to increase customer loyalty to your organization because loyal customers spend more and cost less than new customers. Of course, when you do acquire new customers these drivers will serve to develop the quality of relationship with them that will keep them loyal to you.
I have done a lot of coaching and consulting in the automotive industry over the years. It occurs to me that no matter what industry you’re in, you’re actually in the C.A.R. business. Everything you and your people do with, for and to the customer serves to create one of two types of relationships: awesome or awful. In other words, in every action and inaction you’re either Creating Awesome Relationships or Creating Awful Relationships. The “A” is the variable and is within your control to create and change.
Over the years, for a variety of reasons, some justified but most unjustified, the car business has gotten a bad reputation. Keeping in mind that YOU are in the C.A.R. business, too, no matter what you do, what kind of relationships are you creating with your customers: awesome, awful or somewhere in the mundane and mediocre middle? One way or the other you are earning a reputation by what you do and don’t do for your customers. Your reputation is what your community as well as your customers think of when they think of you and your organization. When they think of you are they inspired to return to you? With every interaction you’re giving your customers one of two things: a reason to come back or a reason to go elsewhere.
Here are the six drivers of customer loyalty:
1. Trust
• Customers want to be treated fairly and honestly without reservation or hesitation
• They desire friendly service in a stress-free environment
• Customers crave a pressure-free purchase experience; the central focus of conversation should be their interests, not the interests of the company or its personnel
• Customers like to do business with businesses who maintain long-term employees
• Customers look forward to consistent and predictable patterns of employee behavior; if there are any surprises, they had better be ones that delight them, not disturb what they’ve come to expect
2. Caring Treatment
• Genuine concern for and appreciation of the customer and his/her specific needs, desires and idiosyncrasies
• Exceeding customers’ expectations should always be strived for; this can only be done, however, when you know exactly what customers actually expect from you and your organization; when you know what they really want and need, that will usually be enough for most customers
3. Ongoing Contact
• Consistent contact that is personalized is highly valued by customers
• Such contacts in all forms (written, verbal, face-to-face) should be event-driven and value-added; anything that is not perceived as being value-added is perceived to be pressure-added
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to the
Paid surveys are increasing in number and scope, reaching millions of people on a daily basis. As more and more companies become interested in receiving customer feedback through paid surveys, more survey companies emerge, offering people the opportunity to earn some cash and prizes as survey takers.There are at least a dozen misleading facts about paid surveys that are circulating in the Internet, discouraging many people from taking their share of paid survey rewards. Once you learn to recognize the scams from the legitimate paid survey sites, you will also learn what paid surveys can really bring you, as opposed to the allegations that some throw at free online surveys that they are outright scam.Taking surve
I have done a lot of coaching and consulting in the automotive industry over the years. It occurs to me that no matter what industry you’re in, you’re actually in the C.A.R. business. Everything you and your people do with, for and to the customer serves to create one of two types of relationships: awesome or awful. In other words, in every action and inaction you’re either Creating Awesome Relationships or Creating Awful Relationships. The “A” is the variable and is within your control to create and change.
Over the years, for a variety of reasons, some justified but most unjustified, the car business has gotten a bad reputation. Keeping in mind that YOU are in the C.A.R. business, too, no matter what you do, what kind of relationships are you creating with your customers: awesome, awful or somewhere in the mundane and mediocre middle? One way or the other you are earning a reputation by what you do and don’t do for your customers. Your reputation is what your community as well as your customers think of when they think of you and your organization. When they think of you are they inspired to return to you? With every interaction you’re giving your customers one of two things: a reason to come back or a reason to go elsewhere.
Here are the six drivers of customer loyalty:
1. Trust
• Customers want to be treated fairly and honestly without reservation or hesitation
• They desire friendly service in a stress-free environment
• Customers crave a pressure-free purchase experience; the central focus of conversation should be their interests, not the interests of the company or its personnel
• Customers like to do business with businesses who maintain long-term employees
• Customers look forward to consistent and predictable patterns of employee behavior; if there are any surprises, they had better be ones that delight them, not disturb what they’ve come to expect
2. Caring Treatment
• Genuine concern for and appreciation of the customer and his/her specific needs, desires and idiosyncrasies
• Exceeding customers’ expectations should always be strived for; this can only be done, however, when you know exactly what customers actually expect from you and your organization; when you know what they really want and need, that will usually be enough for most customers
3. Ongoing Contact
• Consistent contact that is personalized is highly valued by customers
• Such contacts in all forms (written, verbal, face-to-face) should be event-driven and value-added; anything that is not perceived as being value-added is perceived to be pressure-added
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to th
Have you noticed how suddenly everyone’s kissing. I’m not talking continental kissing, pecking one cheek, and then the other. I mean a bit of a hug then a kiss on the cheek or the side of the face at least. And it’s not just extended family and very close friends here. Though certainly they’re at it too. No, I mean kissing in a business context. Seems to me the rule is, if you have ever met the person before even just once, then you greet them with a kiss. Male-female kiss, yes. Female-male kiss, sure. Female–female absolutely. Male-male, actually I’m not sure. Maybe my readers can enlighten me.Everyone’s doing it. Bank manager and customer. Boss and employee. Next door neighbours. Client and accountant.
Here are the six drivers of customer loyalty:
1. Trust
• Customers want to be treated fairly and honestly without reservation or hesitation
• They desire friendly service in a stress-free environment
• Customers crave a pressure-free purchase experience; the central focus of conversation should be their interests, not the interests of the company or its personnel
• Customers like to do business with businesses who maintain long-term employees
• Customers look forward to consistent and predictable patterns of employee behavior; if there are any surprises, they had better be ones that delight them, not disturb what they’ve come to expect
2. Caring Treatment
• Genuine concern for and appreciation of the customer and his/her specific needs, desires and idiosyncrasies
• Exceeding customers’ expectations should always be strived for; this can only be done, however, when you know exactly what customers actually expect from you and your organization; when you know what they really want and need, that will usually be enough for most customers
3. Ongoing Contact
• Consistent contact that is personalized is highly valued by customers
• Such contacts in all forms (written, verbal, face-to-face) should be event-driven and value-added; anything that is not perceived as being value-added is perceived to be pressure-added
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to th
You've got the itch to change jobs. This might be a good time to make the move.The Wall Street Journal has just reported, "Job-seekers from rank-and-file workers to senior executives are preparing their resumes for what may be the strongest fall hiring season in years.""Before you jump to a new job, be certain you have good, sound reasons for wanting to make a change," advises Ramon Greenwood, senior career counselor at Common SenseAtWork.com. "You may believe you can accelerate your career with a new job. You may be bored or running away from personal problems."First, ask yourself, "Are there things I can do to make my present situation more acceptable?"Don't be lulled into believing
• Customers like to do business with businesses who maintain long-term employees
• Customers look forward to consistent and predictable patterns of employee behavior; if there are any surprises, they had better be ones that delight them, not disturb what they’ve come to expect
2. Caring Treatment
• Genuine concern for and appreciation of the customer and his/her specific needs, desires and idiosyncrasies
• Exceeding customers’ expectations should always be strived for; this can only be done, however, when you know exactly what customers actually expect from you and your organization; when you know what they really want and need, that will usually be enough for most customers
3. Ongoing Contact
• Consistent contact that is personalized is highly valued by customers
• Such contacts in all forms (written, verbal, face-to-face) should be event-driven and value-added; anything that is not perceived as being value-added is perceived to be pressure-added
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to th
With a multitude of cash back portals on the Internet, it really has become a difficult job for the consumers nowadays to choose the right site and the right cash back deals. It is expected that more cash back portals will join the bandwagon of the portals already on the web, making the choice even more difficult for the customers in the near future.It is advisable therefore that the customers compare the different aspects of the cash back sites they come across and then make a final decision for themselves. Now, what are the aspects of a cash back site that we should compare to decide which is the best? Well, you need to compare the following four things:Number and types of merchants:
• The events that drive customer contacts should be primarily those occurring in their lives and not solely as a means to sell the company’s products and services; if the former is done regularly and is personalized, customers are more open to and welcoming of any marketing messages from the company; consequently, advertising costs decline as revenues are enhanced
4. Ownership Benefits
• Customers who are loyal are fond of receiving special privileges; examples are frequency programs, access to areas of the facility that are normally unavailable, exclusive lounges or meeting places, partnering opportunities with both for-profit and non-profit organizations, etc.
• Recognition of customers by name and genuine expressions of appreciation for their business is very important; recognizing loyal customers for their contribution not just to the company but to the community is especially important
5. Convenience to the Customer
• Respect for customers’ time is paramount; the company that can provide the most valuable information to help customers comfortably make informed decisions in the least amount of time is the one that earns their loyal business
• Customers want the shopping and purchasing process to be easy; the company that develops processes that not only streamline the customer’s experience but also make it enjoyable and fun will capture more of their customers’ business
6. Consistency of Performance
• The organization must possess processes that enable all employees to deliver a consistent message of care and competence whenever customers interact with them; this must be true at all levels of the company and at all times in all ways with all customers
Implementing these six drivers of customer loyalty in creative ways will drive your business toward capturing a greater “share of mind” in your marketplace. When people think of your organization they will say, “what an awesome place to do business! Let’s do it again!”
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