Businesses create customer loyalty programs to encourage repeat and referral business. Increased airline status can motivate travelers to pick one air...
Using "no problem" as a synonym for "you're welcome" has only been around since the late 1900s and tends to be used predominately by people younger than forty. But regardless of one's age, all of us need to refrain from using "no problem" in this way.
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
Austin Powers didn't just make us laugh, he had a good point for America's employers. We need to behave much more to increase employee and customer loyalty. We have to out-behave the competition!
This is the case with Apple or Nespresso, where the actual physical stores look more like living spaces, with demonstration areas rather than checkouts. Everything is done so that the consumer feels at ease and spends time with customer advisers (not salespeople).
A growing number of programs geared toward the under-12 set offer chances for the little ones to earn their own perks.
The era of Big Data is upon us. Unfortunately, it's marked by Big Screw Ups -- like LinkedIn's.
For a small business, online gossip or negative reviews can be the difference between securing or losing a potential customer (and sometimes hundreds of them). So, how do you manage your online reputation? Here are four best practices for your small business to implement.
Are you a social media fiend? More inclined to tweet or post to Facebook than pick up the phone or shoot off an email? If so, you may also be a bit of...
Each relationship is an intangible asset of the business. As any accountant will tell you, assets can either appreciate or depreciate or hold their value.
I used to hear a saying, which applies to business, "A mist in the pulpit is a fog in the pews." If you don't know your product inside and out, how do you expect your customers to?
Empowered by social technology and unprecedented amounts of information, today's customers present new challenges and opportunities to businesses worl...
With the last installment in the uber-popular Twilight saga bringing in the big bucks all over the globe, here are a few business lessons you can take away from this very valuable franchise.
The financial industry could greatly improve its reputation if its members actively supported laws to fix income inequities. This would be CSR in its ultimate incarnation, doing well by doing the right thing. Actions like these would show true leadership.
Having a pet-friendly policy might not just be a way to combine a love of animals with business -- a recent survey by eBay Local reveals it's good for...
Never one for subtle movements, Groupon's come out swinging at loyalty. Unfortunately for Groupon, just shouting "loyalty" a bunch of times doesn't make it true. My message to merchants is this: Don't fall for this latest daily deal [Grou]Ponzi scheme.
Switching to a new location is a challenge for any retailer -- but it can also open up new opportunities. So what's the best way to hold onto your cus...
It's like having a customer standing in your store with cash in hand ready to check out and your sales associate saying, "Great, please go to a different location across town to complete your purchase." It lacks business sense.
Businesses that are looking to grow often consider tried and true strategies. But one area many don't consider nearly enough is customer service. And the evidence shows they could be leaving real money on the table as a result.
This complaint-is-a-gift notion is not one that comes naturally to anyone. None of us like to hear negative feedback. But feedback is the breakfast of champions.
Every sale starts with the appointment. I have developed the Aha! formula, which will help you anticipate the objection, handle the objection, and ask for the appointment
Social media events -- from live chats to product unveilings to webinars -- are a fun way to engage customers.
Loyalty programs are an effective way to reward your most frequent customers. In other words -- you should definitely have one.
Game mechanics are more than just a way to have fun with your customers -- they can also solve real problems. If you're not thinking of your customers as gamers yet, you're missing out on all the fun.
What's a company to do if you can't just buy your way into building the brand you want? What's the best way to build a brand for the long term? In a word: culture.
