I used to go to the same Chinese Restaurant weekly growing up. My family celebrated birthdays, graduations, and other fun celebrations at this restaurant. It’s no wonder they memorized our orders and always recognized us when we came in. When I went off to college, I moved out of my hometown and rarely, if ever, ate […]
When you mention loyalty programs to someone, most of the time they roll their eyes and tell you a story about the worst loyalty program ever. After hearing multiple stories like this, I am forced to ask, are loyalty programs a thing of the past? If you have a loyalty program or are thinking about developing […]
On a recent trip to San Francisco my husband and I had the opportunity to have dinner at Roy’s Restaurant. I found them after a quick Google search for fine dining and was happy to see a location on Mission Street. My husband called to make the reservation and they only had two time slots […]
Ahhh. The loyalty program. The multiple keychain cards for supermarkets that your keys clang against. The loyalty credit cards that bump against your license in your wallet. The countless e-mails clogging your inbox that proclaim “You’re a valued customer! Special savings just for you!” Like many customer retention programs of yore, the loyalty program used to […]
Several years ago I was on a flight to Sydney, Australia, seated next to a pregnant woman and her husband. The woman was around five or six months into her pregnancy, and noticeably quiet. When the flight attendant asked if we wanted something to drink, the husband ordered for his wife: "Can you just bring some […]
Get to the HEART of Customer Service // ILS Newsletter: November, 2010 New on YouTube 5 Keys to Implementing a Successful Customer Service Strategy 5/5 — Recognize and Reward 5 Keys to Implementing a Successful Customer Service Strategy 1/5 — Lead and Inspire 3 Tips for Cross-Selling and Upselling Success By Peggy Carlaw In order to […]
Customer satisfaction has long been the predominant measure of a company’s success. While it’s important to satisfy the customers your business serves, perhaps the most important measure of success for businesses—large and small—is customer loyalty. It is customer loyalty, derived from consistent efforts to deliver customer satisfaction, which leads to an increase in sales, referrals, […]
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