Category Archives: Client Loyalty

How do you manage several businesses at once, delegating while reserving the things for yourself that you do best? 

How do you navigate the tricky waters  of having a business partner? Wouldn’t you like to hear about  that from someone who’s already been there?  How about managing several businesses at once, delegating while reserving the things for yourself that you do best?  Meet Lara Kisielewska, CEO of three marketing related domestic and international businesses who asks these questions. CEO […]

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Happy Holidays: A Story About Customer Service Culture and Accountability

“We practice NEAT here”, said the manager. “What’s NEAT?” said the temp. “It’s an acronym. It stands for – say the customer’s Name, make Eye contact, Ask Questions and say Thank you. We really want the customer to experience how special she is.  At our business we hold each other accountable for always providing a […]

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Giving Thanks: My Dad’s Story

Happy Thanksgiving!! What are you thankful for? Or a better question: Are you thankful? Thankfulness is a state of being. It’s a mentality that you choose no matter what’s going on around you. When you are appreciative, you’re coming from a sense of abundance – abundance of resources, abundance of friendship and love, abundance of […]

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Joan Rivers, Will Broadway Dim Its Lights?

How do we think of Joan Rivers? Comedienne? TV star? Broadway star? Is she perceived as a Broadway star so she could have the usual tribute of the dimming of the Broadway lights in her honor? Some people said no, namely the Broadway League, which represents theater owners and producers. Some people said yes – […]

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Does Your Whole Organization Focus On Your Client All the Time?

The Problem: You have very dedicated staff who do their respective jobs well. However, sometimes they get caught up in back office functions, the minutia and the deadlines and forget that ultimately it’s all about the customer. Solution: At every meeting make sure there is an empty seat at the table. This includes planning meetings, […]

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What are you tolerating in your business?

A young Vice President in a financial services company was talking about his career and the accolades he got from his manager and the owner of the company. My client has demonstrated his superior team leadership skills with his operations team. He’s also doing a great job leveraging referrals to bring on new accounts. In […]

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The Nine Compelling Reasons That Customer Loyalty Drives Profitability And Cash Flow

(taken from the first chapter, read the whole chapter at www.customerloyaltyplaybook.com) More profit, The first one or two purchases generally cover the customer acquisition costs. Only after these do you realize profit from this customer. More revenues, Loyal customers buy more. More referrals, They are so happy they can’t help it. Not as price sensitive, […]

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Super Bowl Ads or Customer Experience: Creating Buzz or Creating Buying?

What do we talk about most after the Super bowl? Why the ads, of course! We all look to see what ads were controversial, what ads were unique or funny, heart touching or innovative, progressive or repulsive.  Comments on ads get discussed at the Super Bowl parties, Tweet’ed, Facebook’ed, YouTube’d LinkedIn’ed, Pinterest’ed, Instagram’ed, blogged, talked […]

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