Why I Hate Customer Loyalty
You know, this is probably going to sound weird...
But even though it's in the subtitle of my book, I really don't like the term "customer loyalty."
It implies that it's up
Category
Tuesday Tidbit
Why Your Customer Loyalty Efforts Stink (and What to Do about It!)
As anybody who’s read Evergreen knows, there’s a lot more to creating enduring loyalty than simply trying to create great experiences for customers. There are certain patterns that are consistently
Customer Service 101: Don’t Call Your Customers A**holes!
Mary Bauer from Illinois is a super bitch. Do you know her?
At least, that's according to someone at Comcast who decided to change her name in their system from Mary
A Customer Service Lesson from the Worst Play in the History of Football
Some are calling it the "worst play in the history of Football."
But true fans, real fans, Evergreen fans might disagree.
In sports, we can learn a lot about customer loyalty and
Measuring The Value of Bad Service
In the late 70s, The Ford Motor Company found through a cost-benefit analysis that they were better off keeping their mouths shut about the faulty design flaws of the now-famous
How Much Do You Tip a Barber in Uzbekistan?
How much do you tip a barber in Uzbekistan? There's never been a reason for you to know, just like there's never been an explicit expectation that your customers will
Why Your Customers Aren’t That Into You…And How To Win Them Over in 2015
I hear it all the time.
“We don’t know what to blog or write emails about.”
“Our customers won't read anything we send them.”
“Our customers stay with us because we have a
Are You Turning Away New Customers? Maybe You Should Be…
In Evergreen, I introduce two types of "problem" customers: Hungry Hippos and Problem Children.
Both have been mentioned in my Tuesday Tidbits before:
Click Here To Read About Hungry Hippos and Problem
Slick Resolutions
Peter Drucker once wrote, “People in any organization are always attached to the obsolete - the things that should have worked but did not, the things that once were productive
What Makes Them Tick?
As we wind down for the year, I've had some time to reflect and consider why the majority of my clients have been remarkably successful this year.
Here's one example: I