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Posts tagged "personalization"

I will always remember my first marketing class in college when we learned about the 4 P’s – Product, Price, Place, and Promotion. Well, now there is a fifth P.

Before I go any further, as a customer service and experience expert, I believe that service and experience are all about marketing. Continue reading

customer-loyalty-is-more-than-a-cardIt’s been a while since I approached the topic of customer loyalty. All of the tips, ideas, tactics, and techniques I write about are about driving a better customer service experience, which can (and hopefully will) lead to customer loyalty. The concept of repeat business, and ultimately customer loyalty is huge. A small increase in loyalty, just as little as one or two percent, can have a dramatic positive impact to your top and bottom line numbers. So, with that in mind, here are five ideas, a few of them revisited from the past, as well as some new ones, that will help you create that coveted loyal customer. Continue reading

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. When you customize or personalize the experience, even during the sales process, you are delivering a better level of service. – Shep Hyken Continue reading

Water CompanyUse Common Sense

My sister, Kim, lives in Park City, Utah. She moved from one home to another about two years ago. Four months later her water was turned off, and she found a notice on her door that she was in arrears with her payments to the water company. She knew there was a mistake. She was set up to “auto-pay” the water bill with her credit card, the same as she had done for her previous home. Continue reading

How Not To Give A GiftThe After-Experience

Congratulations to my buddy John Ruhlin who has a new book that just came out, Giftology. In this book he covers the art of the appreciation gift. You may be familiar with his name if you’ve been following my work. I’ve covered some of his ideas in the past. He’s a rock star when it comes to understanding how to make people feel special and appreciated.

One way to make a customer feel appreciated is with a special gift. Now, keep in mind that some companies have policies that their employees are not allowed to receive gifts from customers over a certain amount when you are giving a customer a gift. If you are constrained by a low budget, from either the customer’s policies or what you want to spend, remember that it is the thought that counts. With that I share with you seven ways to properly give a gift of appreciation to your customers. Continue reading