In generations past, there were Ford families, and there were Chevy families. Switching allegiances was akin to converting to …
customer loyalty
Making Customers the Focus of Your Business
Your business is more than just products and profits; it’s also about the customers who make it all possible. Keeping them foremost in your mind will make the products and profits a lot easier to come by.
How Goofing Up Can Help Your Company
Mistakes are inevitable, yet most of us spend our time pretending they didn’t happen or getting defensive about them. But a new book says it’s how we respond to a mistake that people remember, not the mistake itself.
Six Reasons Why “Gamification” Will Rule the Business World
The new fall TV season marks a happy resurrection: The Pyramid, the most recent update of the 20th-Century classic game show The $10,000 [$25,000] [$100,000] Pyramid, this version from Who Wants To Be A Millionaire? creator …
Knowing Your Net Promoter Score Can Help Your Business
Few things are more important in business than customer opinions, as they help entrepreneurs shape strategies for product development, sales, marketing and customer service. One of the best gauges of customer opinion is the Net Promoter Score (NPS), which is based on a simple question: How likely are you to recommend <COMPANY> to a …
How to Build Stronger Customer Relationships
Customers these days are much less forgiving of poor customer service – with the Internet, it’s too easy to take your business elsewhere – so getting customer relationships right should be a top priority of any business.
After the Occupation: We Hate Mega-Banks But Still Use Them
Anger against mega-banks brewed for most of last year, coming to a head with the Occupy Wall Street protests and fueled by banks’ unpopular (and short-lived) efforts to charge people for using their debit cards. People claimed …
Respond Thoughtfully to Online Customer Feedback
Whether you’re a small company or a Fortune 500, customer feedback matters. But it can be tough to navigate online feedback. Which reviews are valuable and which are unreliable? Consider the following when dealing with the negative ones:
Make Service Easy for Your Customers
The notion of going above and beyond customer needs is so entrenched that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want simple, quick solutions to their problems, and your company should make that possible. Think about the service initiatives you have …
Free-Spending Consumers Are Offended by … Deep Discounts?
It happens all the time: You buy an item at one price, and then see others buy the same item a little later on for a much cheaper price. This is standard practice nowadays, but it still gets customers angry. How angry? A new …
Are Daily Deals Dying? Or as Hot as Ever?
After rocketing to popularity with consumers, the buzz around daily deals was bound to fade. In the past year, news has broken that one-third of daily deal sites have disappeared, and signs have surfaced that many merchants are …
Compete To Be Unique, Not the Best
Most companies want to be the best at what they do. But in the vast majority of business, there is no such thing as “the best.” Trying to imitate rivals will get you nowhere: It’s impossible to do exactly what your competitors are doing and end up with superior results. Customers choose different products and services for different …
