Category Archives: customer loyalty

Three Proven Strategies that Build Customer Loyalty

Most organizations struggle to find ways in which they can build customer loyalty and reduce customer churn. Many of these companies spend large amounts of money and time creating costly reward programs, sending out expensive marketing materials, and investing in … Continue reading

Posted in customer loyalty, Customer Service, Service breakdowns | Tagged , , | Comments Off on Three Proven Strategies that Build Customer Loyalty

The Secret to Gaining Customer Loyalty

Gaining customer loyalty and getting repeat business are crucial for organizational success in today’s global business world. Too many managers and small business owners do not recognize that customer loyalty is not just about competitive pricing and product line offerings. … Continue reading

Posted in customer expectations, customer loyalty, customer needs, customer satisfaction, customer service representatives, customer wants | Tagged , , | Comments Off on The Secret to Gaining Customer Loyalty

Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Effective customer service skills that can help enhance customer satisfaction are important for every employee in an organization. However, they are crucial for front-line customer service representatives who are the first contact point for customers. Today’s customer contacts come from many sources: … Continue reading

Posted in communication skills, customer loyalty, customer satisfaction, customer service representatives, customer service skills, customer service training, listening skills, nonverbal communication, verbal communication skills | Tagged , , | Comments Off on Four Customer Service Skills That Can Help Enhance Customer Satisfaction

Preparing Customer Service Representatives in the Twenty-First Century

         Preparing customer service representatives in the twenty-first century has become a prime strategic initiative in many organizations. That is because they face many challenges in achieving customer satisfaction, increasing customer retention and building customer loyalty that their predecessors did not … Continue reading

Posted in customer loyalty, customer retention, customer satisfaction, customer service across cultures, customer service skills | Tagged , , | Comments Off on Preparing Customer Service Representatives in the Twenty-First Century

Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

Effective listening and interpersonal communication skills for customer service representatives are crucial in ensuring that customers are satisfied and less likely to desert an organization. Many customer service representatives assume that they know how to effectively listen to their customers. … Continue reading

Posted in communication skills, Customer communication, customer loyalty, customer retention, customer satisfaction, customer service across cultures, customer service representatives, customer service skills, listening skills, nonverbal communication, verbal communication skills | Tagged , , , | Comments Off on Effective Listening and Interpersonal Communication Skills for Customer Service Representatives

Customer Relationship Management Initiatives Focus on Customer Loyalty and Retention

At one point in history, business owners knew their customers personally. They knew their customers’ families, what their religious affiliation was, and what was happening in their lives. Customers dealt with the owners of a business and had personal relationships with … Continue reading

Posted in customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service | Tagged , , , | Comments Off on Customer Relationship Management Initiatives Focus on Customer Loyalty and Retention

Excellent Customer Service Strengthens Customer Relationships and Leads to Brand Loyalty

Excellent customer service strengthens customer relationships and leads to brand loyalty. When organizations attain a high degree of brand recognition and a reputation for providing quality products and services at a competitive price, while going above and beyond their customers’ … Continue reading

Posted in brand loyalty, customer expectations, customer loyalty, customer needs, customer relationship management, customer satisfaction, Customer Service, customer wants | Tagged , , , , | Comments Off on Excellent Customer Service Strengthens Customer Relationships and Leads to Brand Loyalty

A 100 Percent ATTITUDE Is Crucial for Customer Service Representatives

Organizations are constantly looking for better ways to increase customer satisfaction, generate additional revenue and spark customer retention. While some customer service professionals say that brand loyalty and keeping customers for life is an unachievable goal, there are some strategies … Continue reading

Posted in brand loyalty, communication skills, customer centric, Customer communication, customer loyalty, customer retention, customer satisfaction, Customer Service, customer service across cultures, customer service representatives, customer service skills, employee attitude, listening skills, nonverbal communication, quality customer service, verbal communication skills | Tagged , , | Leave a comment

Create a Positive Customer Service Culture by Making Customers Feel Valued

Organizations are often chasing the illusive loyal customer. Various research studies have shown that it costs less to keep a good customer than it does to attract new ones through expensive marketing and incentive programs. Related to this, it seems logical to … Continue reading

Posted in brand loyalty, customer appreciation, customer centric, Customer communication, customer expectations, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service representatives, customer service skills, customer service training, customer-focused organizations, delivering excellent customer service, demographics, internal customer service, Projecting a positive telephone service image, quality customer service, service culture | Tagged , , , | Leave a comment

The Cost of Poor Customer Service

A recent experience with Century Link recently validated what I regularly tell customer service workshop participants and readers of my customer service books. I thought I’d share it with you along with customer service success tips that can improve customer service … Continue reading

Posted in communication skills, Customer communication, customer expectations, customer loyalty, customer relationship management, customer retention, customer satisfaction, Customer Service, customer service over the telephone, customer service representatives, customer service skills, customer service training, customer-focused organizations, delivering excellent customer service, employee attitude, internal customer service, Projecting a positive telephone service image, quality customer service | Tagged , , | Comments Off on The Cost of Poor Customer Service