There are countless articles on how hard it is to create a truly loyal customer and how easy it is to lose one. Creating customer loyalty is a challenge that all businesses face. There are many techniques and strategies that can assist you along this path but, at times, we’re presented with opportunities that can accomplish this[…]
Articles are continuously being written in hopes of dissecting and duplicating the Apple Store experience for other businesses. I’ve even seen sessions at industry conferences that revolve around how to duplicate this in car dealerships. While I agree that it should be every dealership’s goal to achieve the level of loyalty that Apple has, an[…]
A new benchmark report published last month by RSR Research, provides some interesting information about retailers and the shifts in focus and importance from 2012 to 2013. According to the study, 61 percent of retailers feel customer retention has become more difficult, and building loyalty has become more challenging. This is a 10 percent increase from 2012. The study[…]
A recent article in Direct Marketing News offers an in-depth analysis of the typical obstacles that companies must overcome to build customer loyalty. If your business is not getting the most out of its customer loyalty program, it’s probably due to one of the following four reasons: 1. Difficulty in measuring and using data Loyalty programs cannot be measured in[…]
One challenge all businesses face is creating loyal customers. As business owners, we try to analyze our customers to figure out what methods we can use to build that base of customers which is so important to future growth. Without loyal customers, your efforts at customer acquisition quickly go from growing your business to replacing defecting[…]
There are many benefits to having an automotive loyalty program at your dealership to increase business and customer retention. You must be mindful, however, of some dangers that exist if the program is not implemented and administered properly. Loyalty programs seek to reward behaviors. For dealerships, automotive loyalty programs exist to reward customers for spending money at[…]
In the virtual world, merely unlocking the front door of your online store is hardly enough to bring in shoppers. Web surfers aren’t curious enough to open just any door—they need an incentive to come in and wander around, to tell their friends about what they see there and to come back for another look[…]
As football season approaches, I am reminded of a story that was widely publicized last spring. Joe Flacco, having just signed a $121 million contract with the Baltimore Ravens which made him the highest-paid player in the NFL, decided to celebrate by going to McDonald’s. Why would a man who could obviously afford to celebrate anywhere choose[…]
It’s one of those unfortunate, inevitable facts of life: every company and every employee will at some point have to deal with an angry customer. Whether their anger is warranted because of a bad situation, or whether they are just plain difficult, doesn’t matter. These days, companies must respond and deal with angry customers. If[…]
A brilliant and successful businessperson recently shared why he loves his angriest customers. Phil Libin, CEO and co-founder of Evernote, wrote anarticle for Inc. where he explained that customer feedback is essential to the growth of any business. All companies solicit feedback from their customers be it via online or physical surveys, suggestion boxes or some[…]