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Get Them to “Feel the Love” – Customer Emotional Needs Generate Customer Loyalty
A very nice article here, Mr. Lieu – like versus love is an excellent analogy. The difference between like and love is found in their emotional foundations. We have found that in order to create...
View ArticleCustomer Loyalty – It’s Wanting to Experience “That Feeling” Again
Kudos to you, Alyson, for writing such an exquisite article! I believe you captured the essence of customer loyalty. The companies that excel at creating customer loyalty are the ones that make us...
View ArticleNet Promoter Score is the Starting Point – Behavior Drives It Higher
According to the latest research from the Corporate Executive Board, customer loyalty is the best indicator of future customer economic behavior and business profitability. It is completely logical...
View ArticleGreat Customer Service – Don’t Ignore the Basics, but Don’t Have a Basic...
Phone and e-mail certainly are the basics, but companies can no longer afford to get away with just the basics. Answering the phone on time and in a pleasant manner is a basic customer expectation....
View ArticleThe Wise CEO & the Human Dimension – What Creates the Final Score?
In the present confusing and conflicted global market environment, pressures and challenges intensify on today’s CEOs to deliver short-term results without losing sight of long-term goals and plans or...
View ArticleGolden Touchpoint™ Delivers Brand Promise & Creates Loyal Promoters
Companies face tough customer service issues – how to sync their systems and processes to the whole idea of customer and brand loyalty, what to do to light a fire in their own employees to care about...
View ArticleCustomer Loyalty – Convenience or Emotional?
The word loyalty is thrown around quite a bit inside the customer service world today. Numerous books and scores of articles have been written and blogs posted about the importance and relevance of...
View ArticleThe Return on Influence of Customer Service
In “Return on Influence, the New ROI,” Amy Jo Martin explains a new concept – ROI – Return on Influence. It was derived from the need to prove the value a professional athlete can achieve for a...
View ArticleShying Away From Office Politics? What are We Really Avoiding?
After reading Linda Hill and Kent Lineback’s HBR Blog Article “Stop Avoiding Office Politics,” I started thinking how I REALLY interacted with those around me. What are the politics in MY world? I am...
View ArticleBrand Promise Delivered as Net Promoter Score Rises Dramatically
Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an...
View ArticleA Low-Effort Experience Drives Customer & Brand Loyalty
In the most recent online issue of Marketing Week, a leading UK magazine for marketing news, opinion and information, Lucy Handley, in her article “Is Effort the New Loyalty?”, highlights the work...
View ArticleDriving NPS – The Three “Must-Dos”
We enjoy working with companies that use a robust NPS measuring system. When measured effectively, NPS can give a company quick feedback on initiatives designed to improve customer loyalty. Today’s...
View ArticleDriving Net Promoter Score & Brand Loyalty: Is It the Car or the Driver that...
We are not Formula One racing experts, nor are we really even fans of the sport, but we are aware of the long-standing debate in the racing community among experts and fans about whether it’s the car...
View ArticleIncrease Customer Retention: Don’t Send Them to the “Re-Tension” Queue!
Re-Tension: A second phase of tension that a company quickly creates for a customer who has finally decided to eliminate the first phase of tension that builds up slowly in that customer due to the...
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Deconstructing the Screams – The Emotional Component of Customer Service Skills
A few days ago, I was drinking my morning coffee, skimming through my internet news updates when two headlines struck me – “Temper Tantrum Study: Children’s Episodes Involve Intertwined Feelings Of...
View ArticleLeadership Skills or Behavior? The True Lessons From the Race to the South Pole
In Kishore Sengupta and Ludo Van der Heyden’s HBR blog article “Leadership Lessons of the Race to the South Pole,” they recap the conquest of the South Pole exactly 100 years ago and explore the...
View ArticleCall Center Identity Crisis: What is Your Call Center Trying to Tell You...
Help!!! I have an identity crisis. You keep calling me a Call Center, and that’s not really what I am. I believe I am your Brand Solution Profit Center. I think it’s time we talk. Please step into...
View ArticleCall Center Agents are Your Brand! Call Center Identity Crisis (Part 2)
In today’s wired world the demand for excellent customer service is ever increasing. Customers have a louder voice today than they ever have. One poor interaction with a customer can create a ripple...
View Article3 Resolutions for Excellent Customer Service in 2012
Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012....
View ArticleNavigating the Customer Loyalty Highway: Avoiding a Crash from Negative...
Customer experience research from the Customer Contact Council tells us that reducing customer effort is a critical component in building customer loyalty. The more actual, or even perceived, effort...
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