Category: Building customer loyalty
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How Rifle Paper builds loyalty with social media
Some products are products are perfect for building loyalty through social media. Rifle Paper is an image-oriented company, so Instagram is a natural. The customer communication is very good on Facebook as well. On both platforms, Rifle Paper Co. is generous and interactive. The real value of social media "done right" is brought home by…
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Mailchimp’s chief customer officer shares ways to get closer to customers
More than any company I've found, Mailchimp works to create better listening opportunities with their customers. It's not enough to pay attention when customers speak up. We have to prompt customers to share. At Mailchimp they try to make it fun and productive. Fast Company: MailChimp’s cofounder shares the best ways to get to know your…
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Best practice… Get out… the newsletter
If you work in a big company and your job is getting the newsletter out, you have challenges, but the newsletter gets out there. For people like myself, independent or in small organizations, regular release of the newsletter is hard. Getting a newsletter out is a matter of "showing up." You wouldn't miss an appointment…
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Better customer relationships require contextual analysis
Every time a supplier misinterprets our customer behavior, we get a little more frustrated. Most CRM systems don't even have the ability to track the context of a purchase. So the salespeople and customer service representatives have to take the initiative, find out what's going on, and record it. The companies that figure out how…
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Simplicity drives loyalty for Google, Netflix, Amazon, Chipotle…
Recently recognized for their ability to delight customers with simplicity of use, Google, Netflix, Amazon and Chipotle made it to the top five of the "simple brands" identified by customer experience strategy consultant Siegel+Gage. Among the up-and-coming "simple brands," Dollar Shave Club says "Dollar Shave Club couldn't be simpler. Select one of our great…
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MW Cleaners shows how to reward customers for natural loyalty
Most companies want you to do something unnatural to be rewarded. Like "buy again with 15 days" or "spend $100 on your next visit." At MW Cleaners (owned by The Men's Wearhouse), President Mike Nesbit came up with a great reward, but then took it one step further. They identified the customers who'd ALREADY earned…
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How Kroger earns world-class loyalty and we can, too.
When Kroger launched their state-of-the-art loyalty program in 2003, I was immediately won over. It helped that there was a Kroger store four blocks from my home (yes, I have an inner city lifestyle). At every touch, my loyalty grew stronger. The program seem to mold itself around my needs. Now they have one of…
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Sharing customer happiness with a photo booth
The rising popularity of Photo Booths is driven by a few different benefits. I enjoyed using one during a party at Story a few years ago, but now many retailers are using them on a daily basis. Let's break down the benefits so you can see if they apply to your business: 1) Better experience…
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IBM shows us how to be loyal to our prospects
It's pretty easy to have loyal relationships with our customers, but loyalty leaders like Hershey and IBM are loyal to their prospects, to the entire category they hope to win. It helps to have deep pockets, but we have to start with a desire to benefit a category of people, and to be a little…
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Lead your customers to greater satisfaction with their own data
Privacy experts have been shocked to discover how easily we consumers part with our data in exchange for a few benefits. My personal example is the app Waze. In exchange for constantly sharing all the information about where, when and why I drive, it tells me how to get around more easily in heavy urban…
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