Know thy customer – part 2

Know thy customer – part 2

(You can read part 1 on knowing your customer here.) I recently called the 1-800 number on my American Express card to inform them I’d be traveling out of the country. I wanted to be sure that overseas charges wouldn’t be flagged as suspicious. I depend on this credit...

Try walking in Zappos’ shoes

Here’s an example of why Zappos is the shoe-in…sorry, shoo-in…for the world’s best online retailer. When I recently purchased a pair of shoes from Zappos, I received an email informing me that they had decided to upgrade me to overnight shipping, free of charge. That...

Using birthdays to thank current customers

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...

How to get customer to be even more loyal than your dog

Here’s a great new book on how to create a business that drives customer loyalty: “I Love You More Than my Dog: Five Decisions that Drive Extreme Customer Loyalty in Good Time and Bad” by Jeanne Bliss. In fact, I love the book more than my cat. Ok, not really –...