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Tag - Surveys


Who Should I be Surveying

When you do a survey for customer satisfaction, should you have a target market? Should you aim your survey at everyone, or is that too inefficient? If you narrow your survey down to specific groups of customers, how do you know whether you’re targeting the right ones? The best way to look at these questions …


You’re only as good as your last Part 2

Have you ever caught yourself saying to an unhappy customer, “Well, we’ve had consistently high customer satisfaction ratings over the past ten years, so…”? If you have, that’s a signal that it’s time for you to stop and take a good look around to see what you’re doing, and what you’re not doing, because if …


Knowing What’s Important Part 2

Knowing what’s important in your business and setting your priorities accordingly is not the kind of thing that lends itself to a one-size-fits-all cookie-cutter solution. What’s right for one store may be very, very wrong for another store. Far more often than not, the key to success lies in understanding what is important to your …


Sticking With It Part 1

We’ve all seen it – the new hire who doesn’t even bother show up for the first day on the job, or the temp who doesn’t come back for the second day of work. Usually they’re young, and they haven’t quite figured out how things really work, but still, you want to say, “Look, kid, …


Building Customer Relationships – Part 2 of 2

This is the continuation of part 1 on Building Customer Relationships. We previously mentioned that the customer climate relationship model will classify customers into 4 groups: 1: The dissatisfied customer: employees will make efforts to save the customer and address their issued so that they do not leave the company. 2: Customer is in the …


Building Customer Relationships – Part 1 of 2

When you take care of customers and build relationships with them you will be able to nurture long term profits for your business. Many salespeople have a catch as catch can approach. The companies that hire them are just living in hope that they are building relationships with their customers. However there is a good …


Voice of the Customer – Part 1 of 2

What exactly do we mean by the voice of the customer? Simply put it is how a company will gather information about how customers feel about the business and its products. For customers this will mean that they have an opportunity to voice their opinions about the company. They will feel that the company respects …