Articles with Why is Loyalty So Important?

The Honeymoon Should Never Be Over

Romancing your prospects and customers is a good strategy - but it should never end once the contract is signed and you are wedded together. Long term marriages require a lot of hard work.

To Use Customer Loyalty Programmes - or Not

Customer Loyalty Programmes usually create more problems that they solve, and are often seen as a silver bullet to solve problems with marketing or service. This is not always a good strategy

Turning Ducks into Eagles

We all know that the best customer service has little to do with systems, processes, loyalty programmes and similar unless you first get your staff on board. The biggest challenge facing you is how you get every person in your company both able and willing to take care of customers. The job of all managers is to turn ordinary people in customer champions – in spite of the fact that dealing with customers is often very hard.

Twelve Lessons from 25 Years

What are the most critical things that companies need to do to attract and keep their customers? In this article you will find a summary of the twelve most important strategic actions your business needs to take to become more customer-driven.

Waiting for the Next Hit That Goes Viral

How does a video go viral on YouTube? In this article we look at a number of ideas that will help you to stand out from your rivals by being interesting rather than invisible - and managing your own "virality."

When a Whole Industry Needs to Take Responsibility

So Many companies refuse to do the right thing, starting with simple things like dumping concrete in public areas to treatinga whole bunch of customers shoddily and unethically. We examine alternatives to this here.

When Customers Go on the Warpath

What happens when a customer complaint explodes and is reported in both the traditional and social media? Companies need to react, or they will pay a heavy price.

When Rules MUST Be Broken

Rules and bureaucracy are sometimes necessary for the smooth running of your business - but they are incredibly dangerous when they lead to unhappy customers and bad experiences.

Where is Your Next Whack-on-the-Side-of-the-Head Going to Come From?

With "shadow banking" now responsible for 25% of the whole financial services industry activity, short-sighted executives did not see that customer frustration would move them to seek other alternatives. But is this also happening in your industry?

Your Customers Are Ready – But Are You?

Your customers have probably already made 60% of the buying decision before they contact you. How can you be sure that they buy from your company rather than one of your rivals? In this article we share four tips how to succeed in prospecting for new business.

2016: Year of the Consumer Snitch

Never waste a good crisis… this advice to business leaders was bandied about during the global financial meltdown and subsequent recession. Well, another crisis is on the way and winners and losers across our economy will be determined by whoever seizes or wastes the opportunity.

30 Reasons Why You Must Delight Your Customers

Have you ever been uncertain about whether customer care is worth it? In this short article we list 30 good reasons why it is such a good idea to take care of customers. In this section you will also find a whitepaper called "The ROI of Customer Management" which gives a comprehensive and research-based argument that taking care of customers is worth it.

A Nation of Thugby* Enthusiasts

South Africans - like many other nationalities - are brought up to fight for everything, to defend everything aggressively, to never surrender. That's great if you are fighting a war, but not so good for customer care.

Advertising is the Price You Pay for Being Unremarkable

Jeff Bezos made this quotation in his report to shareholders in 2009, and it is more true today than ever before. Why don't companies use the power of referrals and recommendations to keep customers loyal?

Are Delighted Customers Always Loyal Customers?

For a few decades we have believed that having delighted customers translates into the elusive goal of having loyal customers. And while there is a small correlation, sadly, it’s not always true.

Be Gentle on Your Customers

Bad manners never gets you anywhere in life, and even more so when you need the cooperation and support of your customers. It seems some companies will never get it.

Don't Forget to Chase the Small Spenders Too

There simply aren't enough Highly profitable customers to go around, and yet most firms place a large emphasis on chasing and rewarding these. Isn't it time to take care of the small customers too?

Elections … The Customer Satisfaction Survey With a Kick

The ultimate customer loyalty survey occurs when we vote for our next government. Just as in commerce, it's not always rational, but at least we get a chance to vote if we are unhappy with the supplier - the political party in power.

Customer Management Strategy

They’re here, a whole new generation of ‘Teens’ and ‘Tweens’, the 15 to 25 year olds of today, making up around 24% of the population, who will change the face of retail shopping and already demand a high level of ‘customer care’. Mostly not yet salary earners, these young people nevertheless, through their parents, exert a massive influence on retail spend and their time is coming soon as the primary spenders themselves. 16 to 34 year olds in Africa today will contribute to over $400 billion in total consumption growth in the next ten years!

I Was There!

Positive word of mouth is very powerful for any business, and can be managed. But it doesn't happen on its own. Try some of these ideas.

If you think customers were fussy in 2013...

If you think customers were fussy in 2013, wait until you see what's coming in 2014! In this article we look at 6 trends that you will need to respond to in 2014.

Is 2015 Going to be About Many Black Fridays?

Where are businesses going in 2015 in creating loyal customers? In this article we look at 15 irreversible trends that you must respond to - or fail.

Lobster Was Once a Prison Food!

It's always amazing how customers perceptions of value influence their purchases. You can influence these in a very powerful way.

Loyalty? Don't Make Me laugh

True customer loyalty is enduring, and there is an emotional bond between your customers and your business. If you have to bribe or incentivise them to buy from you, that doesn't count.

Romance Your Customers

Most businesses insist on using the "spray and pray" approach to marketing, which is the equivalent of marching up to all the women in a single's bar and proposing marriage. Those days are over, and it's time to learn the new rules of engagement.