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Customer Loyalty and Retention—It Takes Both

Sometimes we think a customer who continues to do business with us is a loyal customer.  A loyal customer is not only one who keeps returning but also tells others about their positive experiences with your company.  Sometimes, what appear to be loyal customers are simply “retained” customers.  To illustrate, let me discuss my current bank.  I will likely stay with my current bank.  I have loans with them, both business and personal.  I have several credit cards and, of course, checking accounts.  So they count me as a loyal customer I suspect, I am more a “retained” customer.  Why?  It is too difficult, time-consuming and costly to switch. 

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4 Common Mistakes When Doing “In-House” Satisfaction Surveys

Every company longs to create more loyal customer and increase word of mouth referrals. If you want to increase your performance in these areas, you need to first find a way to measure your performance and then act on it. To get the measurement you need feedback from clients.  Enter Voice-of-the-Customer surveys or VoC surveys.

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Managing a Customer Service Crisis: The Daniel Group Edition

As some of our readers know, our third annual client conference was this past Monday and Tuesday in Henderson, Nevada.  We thought it went splendidly and hope the attendees enjoyed it and found it informative (thank you for coming!).

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Creating a Unique Customer Service Experience, the Lego Way

A friend of mine sent me this article and it’s an amazing story.  If you are at work or are of delicate disposition don’t read the attached article because this will really tug at your heart strings and make you wish for your favorite old toy.

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Getting Customers Off the Fence

Since 2005, we have provided a transactional survey process, ServiceConnect, to our clients.  Most of the clients are Caterpillar dealers.  One of the biggest challenges they have faced is the Passive customer (i.e. the customer who gives a 7 or 8 on the willingness to refer or Net Promoter Score question).  Over the past year several dealers have made significant improvements in moving Passive customers to the Promoter category.  I interviewed one client CEO about what they did and he had a simple response. 

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Doing Well by Doing Good

We don't often think about how charitable activities of a company affect the perceptions of its customers.  In the B-to-C world, several companies have taken this notion of "doing well by doing good" to a new level.  In the meantime, they have created very successful business models (some may describe them as "disruptive") and rabidly loyal customers.

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