#Loyalty
Designing a loyalty program that deliver both value and security
Here’s how the right loyalty program can be a game changer as retailers that invest in secure, adaptable loyalty programs position themselves to retain customers
Talent Management vs Employee Retention – it’s more than semantics!
Top tips for keeping employees.
Why promoting your employees to partners in your business is great way to ensure retention
Retaining key employees can be a struggle, particularly when they are talented and experienced. Research from the Australian Human Resources Institute Pulse Survey on Turnover and Retention reported that in 2016 employee turnover was as high as 16%, which had increased by 3% from 2012. With the rise of social media and professional networking sites […]
Here’s to 2018: the year of trust in business
In 2017, we’ve witnessed numerous Customer Experience (CX) failures that have damaged the reputations of some of the largest companies in the world. From long call waiting times after a number of severe outages, to poor customer service ratings, and other critical service failures, there are a number of lessons to be learned if brands […]
Negative feedback: it’s a gift, don’t waste it
User generated content has revolutionised the way we exchange information about businesses. Whether you’re looking for a hairdresser, restaurant, film or holiday recommendation, ratings and review sites are an often trusted resource to get immediate feedback on other people’s experiences, and can influence many of our purchasing decisions. As a business, this presents a huge […]
Do you inspire loyalty in your customers?
Most mornings I buy my coffee from the same beachside café. While I order the same coffee every morning, the waiters never remember my order nor do they show me any hint of recognition. In contrast, in The Strand next to my city office, my local coffee shop greets me by name, brings me my […]
In with the new: attracting next-gen leaders
Attracting and retaining the next generation of leaders is an increasing challenge not limited to any one sector, due largely to Gen Y (aka millennials) having different expectations for their careers. Job loyalty is far less of a consideration for young workers, making it difficult to retain talent. In fact, 50% of Gen Y believe every job […]
How to generate trust and customer loyalty when your industry is plagued by distrust
If the industry your business operates in regularly appears on the ‘least trusted’ list, how do you create trust to ensure viability? Without trust, it is difficult to turn a profit, let alone grow your business and build your reputation. Are you doing enough to actively foster trust, earn a client’s business and engender loyalty? […]
Customer service: Investing in a personal approach
“Please place item in the bagging area” – you place the item – the command repeats. You lift and replace the item – “please place item in the bagging area” – you turn for help and there’s no one there. “We regret to advise that your imminent flight has been cancelled [therefore ruining your long […]
Loyalty in a takeaway coffee
There are a dozen cafes within one block of the office and I’ve tried them all. So what drives my customer loyalty? What is it about this one place that has won me over?
The secrets of an exceptional customer experience
Delivering exceptional customer experience is increasingly recognised as an important means of driving competitive advantage.
Consumers will pay more for an experience
Unlocking exactly what retailers can do in order to elicit higher premiums from shoppers is not a secret. In fact, it’s quite simple.
Living the customer experience essential to longevity
It’s not rocket science – customers want to have positive experiences when interacting with your business.
3 weird ways to get customers to spend more
There’s an entire field dedicated to studying how to nudge consumers to spend more–and it has come up with some pretty bizarre findings.
How to get ahead by being generous
Traditional wisdom says business is a dog-eat-dog world, but new evidence turns that old saying on its head: the people who rise to the top may actually be the most generous.
4 keys to customer loyalty
Customer satisfaction is a joke. It’s customer loyalty that’s the real challenge.
How to land a customer for life
Here’s how one recent experience cemented my loyalty to a chocolate company.
Beware the Ides of March! Loyalty and leadership
How important is loyalty and leadership when getting a business up and running? In this blog post Michael Derin explores some lessons from history.
Customer loyalty doesn’t just happen
I have talked about customer loyalty in the past (Loyalty really does matter), but after speaking with a business owner on this topic last week, I thought I might share some more thoughts with you.
How to use social media as a loyalty tool
I worked on The Com Store account way back in the early nineties, when it was one of the dominant forces in mobile phone retailing, along with Strathfield Car Radio.
Why your existing customers are your best friends
Even though it’s important to pursue new customers and new markets, it’s absolutely crucial not to neglect the customers that have supported and given you the success you enjoy today.
One negative customer review online can cost you 30 customers
If one negative customer review using social media can cost your business 30 customers, why aren’t you there yet? Not participating in the conversation with your customers online doesn’t mean it won’t happen, just that your voice won’t be heard at all.