Tag: Loyalty

Talking About Repeat Business is Worth Repeating

Talking About Repeat Business is Worth Repeating

It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer …Continue Reading

Employing Your Associates as Competitive Weapons

Filed in Blog, Customer Service, Personalizing Service by on October 22, 2013 0 Comments
Employing Your Associates as Competitive Weapons

In the retail world, the best opportunity to create loyalty and generate repeat business is through associates who are relationship builders.  We all know these exceptional individuals; that person who gets to know you, welcomes you into the store with that big smile as soon as you walk through the door, and remembers your name. …Continue Reading

What is Your ‘Customer at Risk’ Ratio?

Filed in Blog, Customer Service, Hospitality by on June 27, 2012 0 Comments
What is Your ‘Customer at Risk’ Ratio?

Every company has a “customer at risk” score or ratio. Your “at risk” score is the percentage of customers who only frequent your store, restaurant, hotel, etc., out of convenience, not because they are loyal. Having a large number of customers who are not loyal is risky business. One of best ways to determine your …Continue Reading

Don’t Issue Loyalty Cards Without Loyalty

Don’t Issue Loyalty Cards Without Loyalty

I am an advocate of generating repeat business by building relationships with people, not with a piece of plastic. Too many companies create loyalty programs for their customers which don’t create a true bond. Reward points can be the icing on the cake to demonstrate customer appreciation, but companies should not depend on these programs …Continue Reading

Customer Service Stories Are Everywhere

Filed in Blog, Customer Service, Guest Blog by on April 13, 2012 0 Comments
Customer Service Stories Are Everywhere

Today I would like to share with you a guest blog post from Roy Atkinson. Recently, I flew to Colorado Springs for a weekend of meetings. Going from Downeast Maine to just about anywhere is not especially straightforward, but I did manage to find economical airfare from Bangor. There were three hops, and on the …Continue Reading