Posts Tagged ‘loyalty’

On your birthday you may receive a number of congratulatory cards and emails from family, friends, and … the lizard from Geico. Some companies view birthdays as marketing opportunities. Done right, these can prove to be a great customer experience. But, as I discovered on my recent birthday, execution is everything. Good Experiences I’ll never complain when a business sends me something for free or a discount to

Perhaps have seen the latest Starbucks offer (it prints out on your receipt if you visit Starbucks in the morning). If you buy something before 2pm in-store, you can return after 2pm to buy any type of medium iced drink for $2. This can be a fairly compelling offer, so I stopped to think about what they are getting from this deal and how customers benefit.

Today’s social media – blogs, social networks, etc., allow a company to engage in more dialogue with customers. It certainly affords an easy way to listen to feedback and respond. For example, many companies use Google Alerts to receive email notification when their company name is mentioned online. I use it to see how my company, Customers That Click, is talked about on

I was reading 1to1 Magazine, one of my favorite customer relationships magazines, and came across an excellent article about loyalty programs. Personally, when I hear the term “loyalty programs,” I think of gimmicks that aren’t often as valuable to the customer as they are to the company (because they learn about your spending habits and offer little in return for example).

In a research study released last May by Scott & Scott LLP and Ponemon Institute, 85% of the 700 C-level executives, managers and IT security officers surveyed said they have had a data security breach. Also, the survey found many companies don’t have plans to manage data properly or manage the risks of security failures. As you can imagine, data

A recent shopping survey (by Harris Interactive for MyBuys) revealed 84% of people polled shop online. But what’s most important here is that 60% of customers say they are more likely to shop with a retailer that e-mails specific recommendations based on their interests and previous purchases rather than a generic message. This survey also found 53%

Client loyalty is best built with customized services that specifically meet client need. It is time to banish the "standard" treatment including standardized letters and invoices in favor of customized support. Think of amazon.com, for example. They learn about their customers (purchases and behavior) then adapt to fit their needs. What other bookstore knows the books you

Research has proven that customers are seeking positive experiences. Yes, I did say seeking. Let me illustrate this point with an easy 2-question exercise. Question 1: When was the last time you had a positive experience with a company you do business with? Not an average experience but a positive one – where you walked away and were pleased with how easy

More and more people know this – you get what you pay for. If you want the absolute cheapest product or service– you will get the least amount of service and the poorest treatment. Meaning, customers who buy cheap face difficult return policies and unhappy employees. Most people today in the US are tired of poor or mediocre service. They know a

Companies that customers love are forgiven even when mistakes are made (look at JetBlue.) I’ve had these experiences myself. Have you? Do you know that restoring a relationship after a problem can grow an even more loyal customer than one who never had any trouble with your company at all? It’s true. You’ve read on this blog about my love of Costco.