Loyalty Leader® Blog

How to Deliver Seamless Service

Posted on May 3, 2012

When customers contact your organization, they deserve to receive exceptional service without having to navigate through an obstacle course. Obstacles may include a complicated phone system, the inability to talk to a “live”...

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Old-Fashioned Service Still Counts

Posted on April 7, 2012

The Walgreen’s chain was founded in Chicago, Illinois in 1901. It started out as a drug store with a fanatically customer-oriented owner, Charles R. Walgreen, Sr. ...

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Everyone at Work is on the Same Team

Posted on March 2, 2012

Every time a customer contacts your company, he or she doesn’t care what your title is, what your job responsibilities are or what department you’re in. Frankly, all your customer really wants to know is, “Are...

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Give Your Customers Solutions Instead of Excuses

Posted on February 24, 2012

While I was waiting to pay for my muffin and juice at a Minneapolis airport restaurant, a gentleman stepped up to the counter and asked the cashier if he could get change when she opened the register....

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Sales and Service Are Not Separate Departments

Posted on February 16, 2012

The most important aspect of sales is getting the customer. The most important aspect of service is keeping the customer. Both impact the bottom line. Customer trust is essential to repeat business. But trust will erode if your...

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The Customer Loyalty Alphabet

Posted on February 8, 2012

A few years ago, I presented a program on customer loyalty for more than 165 employees who work at community banks surrounding the Madison, Wisconsin area. Kim Kahl, training coordinator for State Bank of Cross Plains, wanted...

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Fax Me a Copy of Your Facial Expression

Posted on February 2, 2012

It's faceless, untouchable and remote, yet it's the first moment of truth that your customers have with your company. A telephone can be an excellent marketing tool, or it can damage your customer relationships in ways you'll...

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Is Your Service Worth Bragging About?

Posted on January 18, 2012

We had finally embarked on a project that we'd been putting off for 13 years. We decided to have all of our hardwood floors sanded and refinished. The work had to be scheduled in two phases because the project involved three upstairs...

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7 Ways to Build Customer Loyalty During the Holidays

Posted on November 16, 2011

The holidays are the perfect time of year to build loyalty with your customers and it doesn't have to cost you a fortune. Use these holiday ideas to cement relationships with the people who keep you in business all year-long--your...

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How to Hire Customer-Focused Employees

Posted on September 13, 2011

A dynamic company that advertises great customer service must be staffed by employees who are anxious to provide customer care. Many managers and business owners believe that everybody knows how to provide quality service. Their...

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