50 Powerful Ideas You Can Use to Keep Your Customers

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Career Press, 2002 - Business & Economics - 158 pages
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Turned-off customers produce devastating ripple effects that quickly drag companies into a morass of mediocrity, while organizations that apply a constant flow of customer-centered innovations see consistent strengthening of their customer base. This book will get all managers and employees thinking about the little things that can make all the difference.
 

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Contents

Introduction
7
Powerful Ideas That Get You Focused
13
Understand the goal of customer loyalty
15
Recognize what turns off your customer
16
Gather feedback and apply service recovery skills
18
Know how to tell when you are turning off customer
21
Know who all your customer are
22
Understand the terrible cost of the lost customer
26
Reassure the customers decision to do business with you
81
Make service speed and customer convenience priorities
82
Powerful Ideas for Saving Possible Lost Customers
85
Keep in touch
87
Recognize the value of information and give customers the best
88
Master recovery skills
93
Disarm the chronic complainer
96
Reconcile customer goodwill with symbolic atonement
98

Understand the importance of exceeding customer expectations
32
Powerful Ideas for Projecting Your Personality to Customers
41
Greet customers and build instant rapport
43
Apply good conservation skills
46
Get the customer experiencing something
53
Watch your personal appearance and grooming
55
Check the appearance and layout of your work area
56
Use good telephone technique
57
Say please and thank you
62
Enjoy people and their diversity
63
Call people names preferably their names
64
Listen with more than your cars
66
Anticipate customer needs
67
Reach out and touch them
68
Compliment freely and sincerely
69
Powerful Ideas for Solidifying Repeat Customers
71
Fish for negative feedback
73
Exceed customer expectations with extra value
74
Exceed customer expectations with better information
76
Exceed customer expectations with addons
78
Look for ways to improve timing and followup
79
Make the last part of the transaction positive and motivating
80
Powerful Ideas Managers Can Use to Get Employee Involvement
101
Get everyone involved in setting a theme
103
Reward the right actions
107
Train and retrain to build employee competence
109
Explain the taboos in no uncertain terms
112
Provide the right stuff and adequate breaks
113
Constantly recruit great people
115
Enrich peoples jobs
117
Take the long view
119
Recognize and reinforce great service
120
Track customer service behaviors over time
123
Create hoopla and fun
125
Send out explorer groups
126
Use focus groups
127
Handle timewaters that deflect you from loyaltybuilding
132
Apply the four Rs for consistent growth
134
The 50 Powerful Ideas Summarized
137
Bonus Section A StepByStep Process For Creating A Customer Loyalty Strategy
139
Endnotes
147
Index
151
About the Author
157
Copyright

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About the author (2002)

An active author, Dr. Paul R. Timm has written dozens of articles and 31 books distributed worldwide by Prentice-Hall, South-Western College Publishing, Career Press, and Crisp Publications. His books have been translated into six languages and have been purchased in large quantities by companies such as AT&T, Staples and others. Dr. Timm served as president and partner in two training companies. Under his leadership these companies conducted seminars reaching as many as 7000 people a month across the U.S., Canada, Australia and New Zealand. He now does selective independent training and consulting for organizations in the U.S. and Europe. He earned university degrees from the State University of New York at Buffalo (BA), Ohio University (Master's) and Florida State University (Ph.D. in Communication and Management). T

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