Category: Building customer loyalty
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Our loyalty programs have to vary at least as much as our customers
Sorry to pick on Office Depot, but their loyalty program isn't reaching me. Office Depot has been my favorite office supply store for ten years. I can't even really tell you why, except I like going there. The people have always been nice. Some years I've been ramping up a small business and have spent…
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Does the fact you have info about your customers’ behavior change their expectations?
If you have a restaurant and customers use Facebook to announce their presence, do those customers expect the restaurant to notice? What if they are checking in frequently? Do they feel the restaurant should acknowledge them? We don't have good answers yet, but as this Harvard Business Review article points out, large chains like Starbucks…
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Why we will always lose customers unless we have a strategy to retain them.
Two of my Facebook friends are deceased now, but they are still in my Friends Count. Of course, I appreciate seeing their names although I don't visit their profiles. I do remember them fondly when I see their names in the list. Deceased customer names in a marketing database? Not such a good idea. Unfortunately…
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For the next level in building customer loyalty, go from managing relationships to engagement to success
At the leading edge, our competitors are now focusing on customer success in order to grab more market share. Relationships are all well and good, but the way to know if a relationship is really working is to monitor the success of our partner. CRM software is designed to help us manage ALL our relationships:…
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