your journey to customer retention &
lucrative customer loyalty
DON’T BUY “KEEP YOUR CUSTOMERS”…YET
Keep Your Customers, my brand new book, is finally being published! Most authors announce their book by saying Buy Now! Today, I’m sending you the opposite message. DON’T buy my book. At least, don’t buy it yet. Let me explain: Here’s the deal. On April 14th, a full two years after I started writing, Keep
BUSINESS LEADER – HERE’S ACTION YOU CAN TAKE TODAY
As a business leader, you’re probably processing a lot of information right now. At home, at work and in your community. It’s a LOT. First and foremost, I hope you and your family are doing well and that everyone is safe and healthy. That always comes first. That said, for many of us, business health
HERE’S WHAT YOU SAID: SURVEY RESULTS (PART 3)
This post examines your survey results as the third part of a real-time, real-world case study of a company’s customer interaction. In Part I you heard a story about an unhappy customer, who felt let down by a company’s customer service interaction. The company lost the customer based on an unforced error. After the blog
EVALUATE THIS COMPANY RESPONSE: UPDATE & YOUR OPINION
A company response to an unhappy customer can determine the future of the relationship. Unhappy customers aren’t always a bad thing. All companies screw up from time to time. When companies apologize and fix their mistakes, customers can walk away feeling greater loyalty afterwards. The outcome depends on how customers feel in that interaction. Customers
ENTREPRENEURIAL LEADERSHIP IMPACTS CUSTOMER LOYALTY – AUDIO
School is in session! And entrepreneurial leadership is today’s topic. This month I’ve been on the road, going back and forth from Indianapolis to Purdue University. For those of you who are not familiar with that particular stretch of I-65, that’s about a 70-mile drive. I can just hear you asking, “Hey Ali! Why the
THE RIPPLE EFFECT OF CUSTOMER ENGAGEMENT
When you throw a stone in a pond, the first kerplunk creates a ripple that multiplies as it moves outward from the spot where the rock hit the water. Those ripples get bigger as they move farther away from the point of engagement. The same holds true for interactions with people. Every connection has the