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Are Your Customers Satisfied or Loyal?

Guest post by: Howard Litwak

Article Overview: Having customers that are not only satisfied but LOYAL can be a powerful competitive advantage for businesses both large and small. To do this, creating and maintaining loyal customers needs to be a strategic initiative. Is it for you?

Are Your Customers Satisfied or Loyal?

OF COURSE THEY ARE! Yesterday, I visited a strip mall and pulled up in front of a Sprint store. My eye was drawn to a sign in the window that said “Sprint is the most improved company in customer satisfaction across all industries in the last two years.” My first thought was: “Of course they are! All they had to do was just start treating their customers a little better and it would almost automatically make them most improved!” They were so consistently bad for years that anything good they did for their clients would be a huge improvement. Having customers that are not only satisfied but LOYAL can be a powerful competitive advantage for businesses both large and small. To do this, creating and maintaining loyal customers needs to be a strategic initiative. Is it for you? If not, should it be? Here are a few questions for you to jumpstart your thinking towards this: What is the value to your organization of a lifetime customer? What would your experience be if you called in to your company as a customer? Rate the following on a scale of 1-10 (10 being the highest): How easy are you to do business with? Can customers depend on the organization to accurately and dependably provide service to them? How empathetic are you or your people? (This is a skill that demonstrates that a service provider really cares.) If you did not give your organization a 10 in any of these areas, what would it take to be a 10? What is the impact if you don’t raise your score? If you would like some additional information on customer loyalty as a strategy, check out my customer loyalty white paper on my website.

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Article Tags: business coach near albany ny, competitive advantage, loyal customers, strategic initiative
Referred by: http://www.processspecialist.com/



Related Forum Posts
LEADERS - L- Loyal E- Eager to learn and serve A- Active D- Delegate E- Efficient R- Reliable S- Smart
Re: Two Useful Books To Help You Focus On The CLIENT - Hi David, To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience". Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
How to Do Great Marketing with (Amost) No Money - I've given this presentation to CEOs many times. Now i can share it with you. But I cannot because I do not yet have 20 posts. Jeff Ogden, President Find New Customers
Choose 'stability' in a franchise - Tapping into current 'trendy' franchises can be risky business - You may find yourself stuck with a longer term 10yr contract. What happens when the trend fizzles? Your investment disappears... There are a whole host of factors to consider when entering into the arena of franchising. A few items on the check list that should steer you into safer waters... away from the predators... are listed here. 1. Age (stability): 10+ years 2. Satisfied franchisees: 85% + satisfaction 3. Size (stability again): 250 units 4. Strong profits 5. Great management There are other measurements that need to be considered like - identifying accurate store profits. There are short-lists of franchises that meet these criteria. That's for another thread...
Re: Are Business Owners too Old School to be Sold by a blog - [quote:140e27hj]Customers Pick Static Documents over Blog Entries 8 to 1 on Average[/quote:140e27hj] Interesting study. Just as a commenter said on your post... don't call it a blog. I agree.


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