Category: Customer Loyalty

Customer Behavior that Gets Rewarded Gets Repeated

Customer Behavior that gets rewarded gets repeated

Architects and Heroes

Highly engaged team members and team member loyalty are outcomes of effective leadership.

The Secret You Can Borrow From Amazon

Learn how Amazon founder Jeff Bezos built his company using customer loyalty.

#6 Sign You Really Have a Customer Loyalty Strategy

  Customer comments are shared throughout the organization.  Data has no heart.  But almost everyone cares about what other people are saying about them.  Customer comments heighten awareness that customers notice employee behaviors. When team members hear or read comments from their customers about specific experiences in their area, this has high emotional impact.  Emotion…
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#5 Sign You Really Have a Customer Loyalty Strategy

Voice of the Customer feedback is not just “reported.”  It is delivered to the field with clear expectations for action. There is no value in reporting the voice of the customer (VOC) unless team members get actionable information to improve.  There will always be variations in service quality – by day of week, by time…
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