January 2015

Always

Taking Advantage Of The Disgruntled Customer

Do you know how much it costs to get a new customer? Figure that out. Then, take a new look at your customer recovery/retention practices. You may find that the money you think you’re saving is costing you valued customers.

Another video that I recorded 5 years ago for the retailing space focuses on a supreme opportunity every company has in turning around disgruntled customers. It’s a fast path to greater customer loyalty.

It doesn’t matter if you’re selling software, tires, cars or ebooks. The magic is still in taking care of customers. My business philosophy is still valid.

Always

Randy

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"We're Not Smart Enough About That Yet" - HIGHER HUMAN PERFORMANCE Podcast Episode 267

Finding The Shortcut To Customer Loyalty

Five years ago I recorded this video. It was primarily for people in the retailing or online selling space, but the message is true no matter what space you’re in, and no matter what you’re selling. Customer experience is still at the heart of the matter.

Some thing never change. Namely, my philosophy that outstanding customer experience is the path to remark-ability! And it doesn’t matter what you’re selling.

Is it possible to create loyalty even when you haven’t sold anything?

Yes, absolutely. It can happen if you’re committed to being remarkable.

People talk about a “loyalty ladder” but I’ve always thought of it as a circle. It starts with a “suspect” (anybody who is breathing), moves to prospects (anybody who might be interested in what you’ve got to sell), then goes to shoppers (somebody who has a higher interest in what you’re selling), then a customer (those are prospects we’ve converted into buyers, but they’ve just bought from us once), then to clients (those are the folks who buy from us more than once) and ultimately ADVOCATES (the people who wouldn’t dare buy from anybody else, or recommend anybody else). We can create advocates from folks who don’t even buy from us though.

Randy

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