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Tag Archives: customer loyalty
Improving the perception that retailers don’t care about customer service
Would it be a surprise to you if I said consumers are critical? Probably not – but you may be thinking “who, me?” According to the Walmart cashier that rang me out this evening, angry customers are available at a … Continue reading
Undercover Boss Brings Exposure to Mystery Shopping
It may not be realistic for every CEO to go undercover within their own company, fun as it may be, but mystery shoppers can provide many of the same benefits that are seen on Undercover Boss. Continue reading
The Value of Facebook Fans
Facebook wields power and influence. People are influenced by the preferences of the people they connect and communicate with online. According to a Retail Daily survey, 38% of respondents reported that they would likely become a fan of a brand … Continue reading
The Real Customer Service Story
Corporate leaders dramatically overestimate how much the customer wants to talk to a customer service representative. They believe customers value live service twice as much as self-service. HBR’s data shows customers are significantly indifferent to that claim, and they value self-service just as much as they value using the phone. More interestingly, that indifference doesn’t change across their demographic, issue type or urgency. Continue reading
The Future of Retail is Still the Store
According to a recent study by the U.S. Census Bureau, the majority of sales still come from in-store purchases. Certain categories, such as books, clothing and electronics, see high percentages of e-commerce sales, but the overall message for retailers remains the same before the rise of the Internet: attention to the physical store should be a top priority in an effort to attract and keep customers. Continue reading
It Pays to Have Good Customer Service
The American Express Global Customer Service Barometer reveals 61 percent of 1,000 American consumers surveyed value quality customer service amid economic instability and will spend 9 percent more at a retailer that offers it. Continue reading
Customer Loyalty Up in the Air
A Wall Street Journal story documented a survey of airline managers world-wide. In the survey, the managers listed, “customer loyalty and retention,” as third behind fuel costs and competition as top challenges for the industry. This was a big jump for consumer mindedness over a similar survey two years ago. Continue reading
Putting a Value on a Highly Satisfied Customer
It is probably true that you can’t please everybody, but most of the factors that lead to deep customer satisfaction are well within grasp. This study shows proof that measuring and managing those factors produces great returns. Continue reading
Service Driven Loyalty
A recent article in the Harvard Business Review suggests that customer service and the overall customer experience is the most important factor in building and maintaining strong brands.
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Role of Brand Loyalty
Everyday you make purchase decisions. Some of which are based on brand loyalty. Stop and think abut when you became loyal to a specific brand. Childhood? College? Constant availability on the grocery shelves? You and millions of other consumers make … Continue reading
