|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
Whats Love Got To Do With It?
Customer Loyalty, we all want it. Don't we?
Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Some say that customers have changed and that the pursuit of loyalty is foolish, since it's the customers that are not interested in it. I don't agree. Loyalty is not DEAD, it's just sleeping.
I agree that customers have changed (because our needs have changed). We're more demanding than ever before, we have more choices than ever before, we're more educated than most of the companies we do business with (about their products and their competitive position). And here's the truth: we don't give our loyalty to companies that don't give their loyalty to us.
Companies have in the last ten years made it more difficult, more confusing, and more frustrating to deal with them than ever before. They give all the "special offers" to the new customers; they've removed human beings from answering phones and answering questions. They make us pump our own gas, check on our packages, book our own airline tickets and figure out when they've made mistakes on our accounts. They cut their training budgets and have trimmed their service staffs to the bone. They pay big bonuses at the top, but at the bottom of the corporate pyramid, where the customers lie (if they make the pyramid at all) they charge us fees for the privilege of using their services!
Is it no wonder we've become rather selective to whom we pledge our loyalty?
No, customer loyalty is not dead, but it is ailing. It is given only to those companies that earn it and keep earning it by delivering value and positive experiences on a consistent basis.
Companies that want to Thrive...not just survive in this century better figure out fast that keeping more of their customers, and keeping them happy is a critical economic necessity.
Good and loyal customers are critical to profitability. Estimates are that it costs 6 - 30 times more to get new customers than it does to maintain the ones you have. If you keep losing customers and have to keep replacing them, it makes sense that you are spending money on sales and marketing that could be going elsewhere.
It's your LOYAL customers that give you referrals and sing your praises in your advertising and testimonials. Referral business is like "free" new customers. So the money you would have paid to GET the new customer drops back down to your bottom line.
I find it is sadly true that most companies don't have a strategic plan for keeping customers, keeping them happy OR keeping them coming back time and time again with their money and their friends. Even though Customer Loyalty was determined to be a #1 concern of CEO's (according to the Conference Board) how many companies do more than pay lip service to the importance of customer service and loyalty in their organization? Your guess is as good as mine. Based on the service I receive as a customer, well, I can understand why more customers aren't loyal, can you?
What can YOU do to change that? What can you do to turn the tide on this disturbing trend and develop long lasting, loyal customer relationships?
And what's LOVE got to do with it?
Everything. Business is based on relationships and relationships are based on qualities such as trust, respect, appreciation, understanding, generosity, clear open and honest communication and heavy doses of kindness, compassion and affection. Sometimes known as LOVE.
Studies show that the main reason customers will leave a company they are doing business with is that they perceive the company does not care about them or their needs. And conversely, studies show that when asked why they stay loyal to a particular company for a long time, customers respond, "Because they cared about me." This perception and feeling of caring is the emotional bridge between customer satisfaction and customer loyalty. And, it's often the bridge between lackluster profits and thriving good health on the bottom line.
It's about emotion. Loyalty is an emotional attachment to a company based on the customer's subjective perception that the company is delivering the value they desire or need, when and how they need it. It's based on their needs, and it's based on their experience of doing business with us. As a customer myself, I know that the companies I chose to give my loyalty to are those that make me feel good about the whole experience of doing business with them.
When we FEEL good about doing business with a company we form emotional ties, not just financial ties with them. Let's face it, customers are emotionally attached to their money - if we want them to give some of it to us - we need to get them emotionally attached to US.
Emotions have been "undiscussable" in business for a long time. "Feelings" is the "F" word of the business world. How many times have we heard that we are to keep our feelings out of it, keep our emotions away from our business decisions, and park our personal problems at the door? Sound familiar? Well, I've learned that you cannot expect your staff to bring their passion to work but not their feelings. It just doesn't work that way. It's time we developed an emotional literacy in business.
Employees and Customers are people. People have feelings. And as people, their decisions are effected by their feelings, whether they can identify the feelings or not. Any salesperson can tell you that while people make decisions that look logical, they are more often than not, based on emotion.
As people we are perceptive, conscious, sensitive, alive and feeling beings! It's an essential part of our nature. When we recognize that in business, we'll work harder at building the emotional equity with a customer that determines whether or not they become a loyal customer or a lost customer.
It is the perception, the feeling of being cared about that keeps the customers coming back. And it's what we do to build and support and create that feeling that creates a positive experience for the customer.
Every customer has two sets of needs. The business needs are logical, rational, and practical. The personal needs are emotional, illogical and sometimes even irrational, but carry a lot of weight. The fulfillment of the customer's business needs is usually what gets them in the door in the first place-you are selling what they need. But it's the fulfillment of the customer's personal needs that will keep them coming back. Once the business needs are met, they often take a back seat to the customer's experiential needs.
It's the quality of the emotional experience you have with a company that will determine whether or not you want to keep recreating that experience. We come back to companies that have what we want and create a positive experience for us. We leave companies that don't have what we want or create a negative experience for us. Experience is emotional.
When a customer walks away from the whole experience (your greeting, interacting with your Web site, the dealing with people in your office...) of doing business with you with positive emotions like happiness, joy, delight, caring, security, welcome and appreciation-they will most likely want to come back (if you recreate the positive emotions consistently).
If they walk away from the experience with negative emotions like frustration, anger, disgust, fear, incompetence, indifference, if they leave with a lack of confidence, if they leave feeling stupid-and if that's what's delivered consistently-they usually don't stay around unless they haven't YET found some other place to go.
It's the quality of the emotional experiences that customers have with you that will determine whether or not they will continue to do business with you over time.
What's LOVE got to do with it? Maybe more than we thought!
Tim Sanders, Chief Solutions Officer, Yahoo writing in "Love is the Killer App," says "What do I mean by "love?" The best general definition that I've read comes from philosopher Milton Mayeroff's brilliant book, On Caring. Love, he writes, 'is the selfless promotion of the growth of the other.' When you help others grow to become the best people that they can be, you are being loving, and as a result, you grow."
What a great description for what we want to happen in our business relationships! I want to do business with a company that believes in the selfless promotion of the growth of ME and my business! I want to give my money to companies that want to help me be the best ME I can be-whether I'm buying cosmetics or computers or telephone service or food. I want to do business with someone who has my best interests in mind.
In lieu of that - I'll do my own research, haul my own lumber and pump my own gas - but if I'm doing the service work-then I want the lowest price possible! I'm not loyal to companies that don't care enough about me to make my experience with them easy, stress and hassle free, and pleasant. How about you?
What's love got to do with it? A whole lot more than we ever thought. Let's start doing a better job of creating experiences that the customer perceives as positive, caring, and yes, maybe even loving.
About The Author
JoAnna Brandi is Publisher of JoAnna Brandi's Customer Care Coach TM, a weekly training program designed to teach managers "The Art and Science of Exquisite Customer Care." You can sign up to get her latest tips and get your personalized weekly coaching program at www.customercarecoach.com. You can reach her via email: firstname.lastname@example.org
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
Increase Sum in Your Check Account with Follow-Ups
We'll be examining what makes follow up to prospects/customers so important on our online world today.Are you familiar with this scenario?Joined an affiliate program with good pay-out.
Be A Resource
What is one of the greatest ways to add value to your business? Nope, it's not giving away free merchandise, offering special discounts, or even creating a preferred customer club. One of the most valuable commodities that you can provide your customers is INFORMATION.
How to Win the Hearts of Your Customers and Friends
Those of us doing business over the internet have to become especially adept at our listening and speaking skills since we don't have the luxury of talking with our customers face to face. It's especially important to give those on the phone extra attention - listening to their voice, because that is the only thing you have to go on, to sense their emotion.
I Wont Tell My Lawyer but I Will Tell You
A general counsel of a large international consulting firm told us about his experience talking to an interviewer who had called to discuss his satisfaction level with his outside law firm. He had been using the services of a "high end, expensive" law firm out of New York.
Call Center Software - Your Tool of Choice in Customer Relations
The call center represents your first line of communication with customers and potential customers. Whether you choose to outsource this service or to establish an in-company call center, this is one area in which quality is paramount and cannot be compromised.
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones.
Customer Conversion Mistakes That Will Cost You
The following are common mistakes that Sales Managers and Owners make in the sales process which could be costing you thousands or even hundreds of thousands in lost revenue.- No system to capture and log prospect information/contact data on incoming ad calls.
How CRM Software Works -- Creating Customer Satisfaction with a Click
When people ask, "What is CRM?" the literal answer is, "Customer Relationship Management," but that doesn't really convey much in terms of what all CRM does for a business. This CRM definition is too narrow to really explain everything the system does if it is working to its fullest potential and is user-friendly enough to expand and grow as a customer-client relationship changes and grows.
Dont Be Afraid To Give Problem Customers The Boot
Q: In a recent column you made the point that the customer is always right, which I agree with. However, in the same column you also said that it is sometimes necessary give problem customers the boot.
Importance of Good Customer Support in Online Computer Peripherals Shops
Looking for hi-fi computer peripherals? Finding it tough to decide on the product you need to purchase? Not sure about the models that are available? Not sure about the configuration that would best suit your need? Worried that your budget might not fetch you your long dreamt hi-fi? Just relax!! There are many great world class online computer peripherals shopping centers. They offer you not only the best computer peripherals but also friendly online help in their world class online computer peripherals shopping sites.
What Every Employee Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team.
Boomerang Customers- What You Might NOT Think Brings Them Back!
With all of the calendars and PDA's and lists I make I recently did a really dumb thing. I forgot my best friend's birthday and her anniversary.
Ten Ways to Help You Improve Your Customer Service
1. Stay in contact with customers on a regular basis.
The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator.
Responding to Complaints
It's possible that in the course of your business dealings, you may (just may) have to deal with a complaint from a customer or client ..
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru.
Leverage Customer Capital First
If you're still dreaming about raising outside capital for your business before you have any paying customers, I've got a nice big bucket of ice water to throw on you. Wake up! The cold reality is that investors aren't interested in your business idea unless you can demonstrate that you've got customers who are actually willing to buy.
Doesnt Anybody Work Here? Nametags Impact Employee Communication
Walmart was the first business to require all its employees to wear nametags. (There's a surprise!) Sam Walton created this initiative because he wanted his customers to "get to know the people they bought from.
Stand Out in Business the Write Way
When was the last time you received a handwritten note from a business associate? It may be that it was too long ago for you to remember. On the other hand, if you have gotten one lately, you know exactly who sent it and when.
Make Your Customer Your Friend
The simplest way to describe a 'durian' (pronounced doo-ree-ann) is to say it's a yellowish-green fruit about the size of an mid-sized watermelon. It has a thick skin of spikes, and a rich bitterish-sweet fruit.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012