Category: customer loyalty

Ask your customers what they want and you’ll receive hundreds of different answers that will frustrate and confuse you. Put them in a focus group and watch them debate over what’s most important to them as individuals. I advocate hosting Customer Advisory Boards (if you do them right) but you need to… Read More»

While recently at Toronto’s Pearson airport, I read a Fast Company article on how Airbnb is going to expand on their end to end hospitality experience. By offering additional services to their home and apartment sharing service, Airbnb will be adding airport pickups, room cleaning and other services to complement… Read More»

It is human nature to react when a customer complains about your service or product, particularly if the customer expresses anger, frustration, disappointment or hostility. I’ll cut right to the chase: effectively handling complaints requires most of us to shift our way of thinking. We need to set our egos… Read More»

I don’t think I need to convince you of the importance of having loyal customers to support your business. Customer loyalty influences organic growth (repeat purchases and word of mouth marketing) which can be the most profitable way to grow a business. However, some companies may never achieve customer loyalty… Read More»