How to Have Customers Loyalty

Your words are You - Most companies have great offers get the visitors attention and eventually join. Visitors bookmarked interesting sites, giving himself more time if he will join in. He saw that the company will give big discounts on who will join before the end of month. After few days that visitor visited that site again and felt be very disappointed coz the offer have ended earlier than the proposed deadline. Not sticking to your proposed deadline will lose your credibility and the company's as well. If your going to set a deadline then do it on time not before it. Period. This not only creates urgency, it implies that you are a person of your word. When you say what you're going to do, you do it.

Offer Money-Back Guarantee - Most web sites offer a money-back guarantee. Not all honor it. If your website sell softwares or a service. Most customers don't ask for their money back but some will. My advise is to always honor your money back guarantee. In many cases, we as online businesses have no choice when people want their money back. They will notify their credit card company and make a claim. Next thing you know the money is charged back. You lost, coz the customer has your product and have he's money back as well. A good way to prevent further returns is to ask the customers some questions. Questions like "Why did this item did not meet your needs? What we need to improve on the product? Who and when did you speak with our company?...Ask more questions, this will help you improve your product more. Suggestions from customers are more important since you will know what they are really looking for a product.

Offer a "Members Only" site - People always love to be part of something they really love. Let them feel that they belong, offer them password protected site where they can log into. Also offer free downloadable contents available for customers only. This will make them feel important. Add a forum, poll and free marketing ideas. The point here is to make good business relatinship with your members.

Update your Frequently Asked Questions (FAQ) - Most people want their simple questions be answered immediately. They don't like to wait for an email response. List all possible questions your website contents, programs, offers and answer them. Unlike you, members don't know the ins and outs of your site so it is important that you put yourself into their shoes. If by chance that you have overlooked something and the member emailed you the question, put it in your When people email you with questions you may have overlooked, simply add it and your response to the FAQ page.

Respond to customer's e-mails - If your selling a product online and someone (not a member)emailed you regarding a product, what would you do? respond to his email as quickly as possible and answer all the questions. Visitors will not waste their time by writing an email if their not interested in the program or product. The only thing needed left is to close the sale in a quick professional manner. If an old member emailed you treat them the same, treat everyone as if they are the best. Giving importance to them will make them stay to your business not only because of profit alone but because of the respect you have given them.

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Knowing Your Customer - A Lens to Help You See Your Customer

Having some difficulty really knowing your customer?

Maybe part of the problem is the goal we set. Normally, the goal is knowing about the customer. Usually that means..

1) Knowing the things they think is important.
2) Knowing what they want.

But does this goal fall short? Is there something more ideal to shoot for?

You know you know your customer if you see what they see, think like they think and want what they want.

It's a better goal to shoot for, how about a better scope to aim through? Here's a Lens you can use to help guide you in seeing things from their perspective.

Lens?

Lens: a tool used to gain a different perspective on what you're looking upon.

This Lens is called Be-Do-Have or BDH for short. I think I ran across it through Robert Kiyosaki of Rich Dad, Poor Dad fame.

Note: The key is the order you through the Lens. Be to Do, then Do to Have. Let's take a look...

BE
BE the customer -- KNOW them.
Who is the customer trying to BE?
Who is the customer trying not to BE?

DO
What is the customer DOING to solve their issue?
What must be done for you (AS the customer) to notice and to want it?
What is the customer trying not to DO?

HAVE
What must the customer HAVE in order to acquire this solution?
What does the customer HAVE that they can trade?
What is the customer trying to HAVE in their life?
What does the customer HAVE to sacrifice?

This is very different from our normal way of thinking. Here's how we normally think about our customers...

What does the customer have? Money, budget.
What does the customer do? Read newspaper, watch TV, surf the web.
Who is the customer? Demographic data.

It's natural. We try to see our customers through our own eyes. But, the goal is to see through their eyes.

Here's how you could go even more in depth...

BE
(I = customer. It's not about you. Get over yourself.)

I'm the customer. Who am I?

Who do I want to be known as?

Who do I want to know?

Go deeper into my demographic data. Who is the person fitting this piece of data? Who fits that one?

Go deeper into the answers I give in interviews and surveys. Who is the person who answers this way?

If I say something, who is the person that says things like that?

What values does this mean I have?

What priorities do I have?

Who is the person that lives where I live? Works where I work?

What am I afraid of?

What motivates me?

What do I consider freedom?

Free to be what? Free from being what? Free from feeling what?

Who do I trust? Why?

Who do I distrust? Why?

Who am I attracted to?

Who am I repulsed by?

DO

What do I do?

What do I read?

What am I looking for when I read?

What do I tend to notice?

Where do I go, and why?

When do I do the things I do?

With whom do I do things?

Why do I do the things with them?

I want to be free to do, what?

I want to be free to experience, what?

I want to be free from having to experience, what?

I want to be free from having to do, what?

HAVE

What stuff do I consider important?

What things do I protect?

What things don't I care about?

What things am I trying to get rid of?

What things am I trying to hide?

I want to be free to have what things?

I want to be free from having what things?

Ponder these...or have your marketing people ponder these. Having a real understanding of your customers you'll get better results.

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Satisfy Your Customers Through Compromise

Businesses try to influence customers by one of two ways. There's the win-lose approach which is where you're not friendly and don't give at all. Where winning is the first priority. The other strategy is one of influencing. It's cooperative, gentle and much more effective. Power is shared and not wielded.

There aren't many win-win situations in life because you generally have to give up something to influence people successfully. Having a cooperative strategy toward customer service is more of a win some-lose some strategy.

Here are ten basic rules for influencing your customers:

1. Think problem solving. Treat each discussion as an opportunity to help your customer. You'll be surprised at how quickly your customer will follow your lead.

2. Emphasize partnering and teamwork. Find common ground. You both may want the same thing; profit, a fair deal, better business. You just need to find a way to get there.

3. Emphasize benefits. The sale will help you but what will it do for your customers? Give them a reason to buy from you.

4. Have a fall back. You may be tempted to give away too much if you have only one option. Think of alternatives you can negotiate.

5. Line up you ducks. Support your position by showing other people like your product; you're an expert in this area; similar proposals have been safe; similar proposals have benefited others.

6. Get the other party to invest time. People are more likely to commit when they invest time discussing and considering your proposal.

7. Keep emphasizing what you have in common, especially when things get tough.

8. Don't issue ultimatums. Think about it. What's your next move if you tell your customers, "This is your last chance," and they say, "Okay, then, goodbye"?

9. Watch the nuances. Telling customers that you want to be very honest with them may actually cast suspicion on yourself. Be conscious also of nonverbal clues: Look at them, not at your watch or out the window.

10. Protect everyone's self-esteem. This is not a competition. It's not personal. It's not about winning and losing. This is building a relationship.

Working with customers can get complicated. Sooner or later you're likely to face some trouble spots. What do you do?

Suppose, for example, you have an irate customer. Something is wrong with the product, delivery has been delayed, or maybe your customer has had a bad day. Let him vent. Encourage him to tell you the problem in detail. In a minute or two he'll calm down.

Then, ask some questions. He'll see you're listening and interested. Ask him what he would like you to do to make things right. Tell him you know how he feels, agree on a solution, and carry it out.

Now let's suppose you have to give a customer bad news. The product is back-ordered. The customer's credit has been cut off. A recurring problem is back. Be direct, state the bad news clearly and then, apologize sincerely.

It's important that you give the customer hope. Suggest a remedy, such as offering to work out a payment plan until he squares off accounts with your company. You want to emphasize the relationship here and specifically point out how well things have gone in the past.

Let's look at another example, where the customer asks for help you can't give and have to refer him elsewhere. Tell him what you will do, not what he should do. Say, "I'll help you find a way to accomplish what you want," not "We can't do that."

In this situation, you need to take action to move the problem along. Put the customer in touch with someone who can help him, then, follow up to make sure the problem was handled and that the customer is happy.

What do you do if a customer is unreasonable and making your life miserable? Start by taking responsibility for the problem. Tell him how you feel without being accusatory. Say something like, "Jim, I sense you aren't happy with our relationship and that bothers me because I want to work well with you and give you the kind of service you want."

Listen to what the customer says. Some people don't communicate well and my sound unreasonable even when they don't mean to be. Then, agree on what you're going to do, and then do it. It may not make the customer happy but at least you will have tried.

If you can't improve things, live with it or pass on the account to someone else, but above all, remember that you've made a commitment to the customer. Keep it. No excuses!

Copyright©2008 by Joe Love and JLM & Associates, Inc. All rights reserved worldwide.

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Escalating To Customer Loyalty

Customer satisfaction has been talked about for years. People have written books on it, developed classes to teach it, and penned articles about it. But nowadays just satisfying customers isn't enough, smart business owners are finding ways to inspire loyalty into the customers who buy goods or services from them.

One of the best in the country at this is Carl Sewell, owner of sixteen car dealerships in Texas. When he was 28, Carl decided he was going to run the best auto dealership in the nation. Beginning with a Cadillac dealership over 30 years ago, he focused on finding ways to build fanatical customer loyalty, and it shows in the value he finds in return purchases. The average customer at his Cadillac dealership will spend a minimum of $330,000 over the course of his or her lifetime purchasing vehicles from him. In his book, Customers for Life, he lists three tips as being critical to the transforming a business from being "ho-hum" to great.

First, listen carefully to your customers.

Carl found that most business owners, being experts in their field, feel that they know customers' wants without having to ask. Over time, this isolates the owner from real customer expectations, and will gradually wear away a customer base from the business. Carl found that these needs were NOT being met in his repair services, and this became one of the first areas of focus for Sewell Cadillac. After listening, he set a goals for having the car repaired first time and on time, for providing alternative transportation while repairs were going on, and began providing Saturday service. While this is becoming more common now, it was a radical move 30 years ago. And the mechanics live the Sewell mission out: if your car breaks down after a Sewell repair, the mechanic drives your loaner car to you, and is responsible for getting your disabled car back to the shop. How's THAT for backing up your repairs?

Second, determine what "best" is.

This can't be done by looking inside a business, it's only accomplished by looking outside at who's doing it well. This might involve competitors, other providers, even out-of-industry companies who provide similar services, but do it better. What does that give you? It provides a fresh look at how service is delivered, and another view (from someone outside) of what customers really want. It's basic for moving your business into world-class.

Finally, engage seasoned consultants for objectivity and expertise.

Carl Sewell's last step was to spend money here. Why do that, especially when consultants are a luxury that most small businesses do without? Because he needed help to get to his goal faster. He had developed his direction, he knew where he wanted to go, but he needed help to change the culture within his organization to take him there. The consultant he hired was able to show him how to make the change, and the result was that the Sewell dealerships set the national pace for building loyal customers.

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Naughty Or Nice?

Which do you think is better, naughty or nice?

If you're like me, I'd say that you'll still choose a more personal customer service that exudes niceness any day. And that means having someone treat you nice every time you go to them for a solution to a problem.

Let's face it. Nice people get more appreciation than naughty ones. Sure, sometimes being naughty is fun and entertaining. But at the end of the day, nice always wins over naughty.

This fact is moot and academic, but it's often overlooked by most business owners and marketers. If you want to be treated nice and good by your customers and prospects, you'd do well to be good to them too. As what the church is always teaching us, don't do unto others what you don't want others to do unto you.

With the advent of digital technology, we've become too impersonal and remote when it comes to providing the kind of service that your target clients are looking for. In fact, nowadays, it's very easy to become aloof and yet provide the service your clients' need even without having to actually meet and talk in person.

The Internet has done that for us. It doesn't matter how difficult or simple, whatever you want and desire you'll most likely get.

Nevertheless, it still is the best kind of customer service if you could provide a more personal one that goes beyond your expectations. A custom poster printing piece or an online website, it doesn't matter really, as long as you can provide a more personal touch you can always get clients and prospects to consider your business.

It really is up to us salespeople to provide that personal service. Our clients are spending their money earned from years of working hard, that they do ask for worth and value in return. And if we do give them what they need and want, they'll gladly return to us for more purchases. That's a guarantee.

And as always, with appreciative and satisfied clients, we can have valuable advertising by word-of-mouth. Never underestimate the power of having someone vouch for what you can deliver.

A testimonial is worth more than a hundred and thousands of custom poster printing materials when promoting your business. It takes many tongues to say nice words about your business before you can build a credible reputation; but only one tongue wagging of bad tidings can be very fatal and can make your solid reputation fall.

Customer Service - One of the Criteria Within the Buying Selling Process

Customer Service, Quality and Price are the 3 criteria people have when buying a product or a service. Yet, historically, people usually can only have 2 of these 3 criteria satisfied. Which one do you think that they are not willing to give up?

Are you one of those people in business who believe that price is the name of the game? This belief suggests that you are swimming in the Red Ocean as the authors of the Blue Ocean Strategy discussed. Price is usually not the deal breaker. Price becomes the deal breaker when the sales person has failed to do his or her job.

So many people in business are very busy chasing the next sale to lowering their prices that they have forgotten and more than likely do not know the two measurements of business. If they do not know the two measurements of business, then they more than likely do not know the purpose of business? This helps to explain their inability to increase sales.

In business there are only 2 measurements, profits and relationships. And as a reminder the purpose of business is to attract and maintain customers.

This is why customer service is one of the key criteria within the buying selling process because it goes directly back to the purpose of business and is one of the key measurements of business. I truly believe people will even give up some quality (not all quality) if they believe that exceptional customer service will always be present.

Take a moment to think about a recent purchase that you made for your business or yourself. What factors drove you to this decision to make this buy or that buy? Was it quality? Was it customer service? Was it price? You may initially answer price, but if you take the time to reflect the other 2 factors were probably what propelled your decision making process.

In securing a new coaching client, I was interviewed by the President of a large transportation company. He asked me what made me different? Did I respond price? Absolutely not!

My responses focused on customer service that being meeting the needs of the client. In this case it was the organization's needs as voiced through the President and comptroller and the actual needs of the executive being coached. Quality was also discussed because my executive coaching is process driven and embraces a results driven approach. Price never entered the discussion.

Outstanding customer service that builds loyal customers is today's strategic competitive advantage. When your organization has a unified and collective customer loyalty attitude, you will see your overall sales increase from referrals as well as from existing clients. And the added benefit is that you will have a culture of high performance.

Employee Name Tags - Inviting Interaction, Familiarity, and Most of All - Connection

Think employee name tags don't make a difference? As a seller of name tags, I know they do, but I experienced exactly why just yesterday.

I'd gone to one of those discount "we sell everything for less" type stores. The one where blue vests are worn (un-ironed) and the employee name tags are either missing or nameless. I'm not pointing fingers, but I bet you know which one I'm talking about.

Here, getting someone to help you is like the parting of clouds on a dismal day. When I finally found someone, I couldn't have been more surprised. "What? Really? You know where lap desks are?!" And, then "Se---" (I couldn't tell since his employee name tag was missing letters) cocked his eyebrows and twisted his mouth to one side--a derisive look meant to humiliate. (It worked.)

"Naw. I thought you said laptops." I could almost hear him laughing at me.

The clouds returned, bringing rain with it, and I left the store miffed. Has customer service become a thing of the past? Was it really so laughable that I might expect someone to offer credible direction, or at least a sincere try?

I came back to his employee name tag with the missing letters. And, I couldn't help but think how a completed one could have changed things. Had I known "Se" by his name, I might have been able to establish some kind of rapport with him, gotten him to think about where lap desks could be.

Then I thought of Alex. He works in the hardware store across town. The first time I met him I was looking for double-headed screws. His employee name tag gave his name in big bold letters. Unlike with Se, I didn't hesitate to ask for help. After all, he'd already told me his name.

Alex took me to the cabinet where the screws were held, asked me what I needed them for, even offered advice on different ways of approaching the project. Alex, it turned out, was a former carpenter who had suffered an injury on the job. I've been going to that hardware store for three years now.

I know that Alex is married, has been for more than a decade, and that he has a son with mental disabilities, of whom he is very proud. Alex knows that I know very little when it comes to house projects and that I need all the help I can get. Knowing Alex makes it easier for me to admit what I don't know, more comfortable asking for help.

And, it all started with his employee name tag.

People don't like to ask for help; it's a sign of weakness. It makes us uncomfortable, vulnerable. There's something about employee name tags that makes it okay to ask (or simply have) a question. It says, "I'm here if you need me."

I can think of a lot of people I've met through their employee name tags-Margie at Hometown Feed & Grain who remembers the name of my horse; Linda at Corwin's Florist who knows which flowers my wife likes best; and Marc, who pours my coffee when I walk into his coffee shop. I bet you can think of some, too.

It makes you think how important names are to us, how they invite interaction and lead to familiarity. See how, over time, they foster connections-customer-to-employee and back again.

Connections that begin with employee name tags. And then I think, you know, it's a very good business I'm in.

Repeat Customers - Keep 'Em Coming Back

No matter what product or service you're selling, repeat customers will "put you on the map." Repeat customers will continue to purchase from you and they will tell their family and friends about you, thus increasing new business as well. Taking impeccable care of your existing customers is an extremely important step in building a solid customer base. Here are some ways to ensure your customers will keep coming back.

In one of my previous columns, I stressed the importance of customer service. I can't stress enough the importance of unparalleled customer service. If you want to keep customers coming back, you have to give the best customer service possible. Have I stressed this customer service idea enough? If you tell your customer you're going to do something, like give them a credit on their account, give them the credit and do it in a timely manner (preferably immediately.) You always want to under promise and over deliver. When you attend to the customer's needs and take care of them, they know they can trust you. They will keep coming back.

In another column I talked about like and trust. The column stated that if a customer likes you and trust you, they will buy from you. So, you want to establish like and trust. How do you do that? Well in regards to trust, always tell your customers the truth. Be a person of morality and integrity. Be a person of your word. That will establish trust. To establish "like" you want to treat your customers like you want to be treated. Be genuinely considerate of their wants and needs and meet those wants and needs. This takes place when you listen to them!

Another way to gain repeat customer's loyalty and patronage is to treat them like royalty. Remember my formula, royalty=loyalty. Send them a thank you card for their purchase (this has a huge impact on them by the way.) Close your business and invite your current customers to a customer appreciation sale or open house and serve refreshments. Let your customers know that you appreciate them. Keep in contact with them. Give them a call periodically or touch base with them by mail or email. You can also send them birthday cards, anniversary cards and bereavement cards. When someone decides to do business with you, it's always a good idea to get their contact information so you can keep in contact with them.

How about encouraging customer referrals? I have seen many businesses give discounts, gifts or even money to customers who refer friends. Granted, if a customer is satisfied, they will probably tell friends, but rewarding them for referrals increases your odds of getting new business. The moral of the story,do whatever it takes to keep 'em coming back. Use some of the ideas listed above or practice some of the ideas you've come up with.

Disney Timeshare, Cast Member Service - Must Make Mickey Mouse Smile

Considering basic service characteristics of intangibility, inseparability, perishability, and difficulty of standardization, I am consistently impressed by the way Disney handles their approach to service.

Disney builds a brand image not only with the positioning and differentiation of their many hotels and restaurants, but also through their employees. All employees are considered Cast Members; an important and integral part of their service beyond expectations.

Many years ago I worked as a Cast Member at Disney World Orlando. The company is meticulous about image. There are thick manuals that detail exactly how a Cast Member must appear, including dress, jewelry, body piercings and markings, hair style, and so forth. Their image sells.

The Disney Service Brand Starts with their Cast Members

I compare and contrast my Disney World training to:

(1) My first job in the hospitality industry as a front-desk clerk while in my freshman year of college

(2) Working for Holiday Inns of America and company founder Kemmons Wilson in Memphis during graduate school (the Holiday Inn brand is now owned by InterContinental)

(3) In recent years owning and converting two Hilton brand hotels near Orlando to condo hotels. This later involvement with service issues and tactical marketing was, of course, from an owner's perspective.

Disney is truly superior in providing service. Why? Because they instill a PASSION for their corporate culture and a PASSION for service that I believe is rarely matched by any company. In fact, it is my belief that Disney Service has become a real and recognized brand unto itself.

There is Great Service and then there is Superior Service

I have experienced over the years excellent service at Four Seasons, Ritz Carlton, St. Regis, Peninsula, and other top rated, world class hotels. Yet, personally participating in required "Traditions" training at Cast Member Orientation, and learning about Steam Boat Willie; Walt's dreams and persistence and never-give-up spirit, was a truly eye-opening experience.

Disney training instills personal consistency and the necessary passion for excellence that one must have when personal chips are down; but the curtain does go up, and the Show Must Go On.

I was once again recently amazed by service from the Big Mouse. I had to call the Disney Vacation Club Contracts Processing department at Celebration, Florida regarding a timeshare interest we are closing for customers. I exchanged emails and spoke with three different ladies. None of them had ever spoken with me before and did not know me. Every one of them had a big smile in their voice and treated me like I was the most important thing that had crossed their existence all week.

I Keep My Cast Member Badge Handy

When I hung up I was reminded of why I still keep in my desk drawer my Cast Member badge and my Traditions training booklet. They are constant reminders of how service should be performed (no pun!).

I personally strive to deliver Disney Service every day. I want all our staff to understand the importance of and belief in this genuine, service with a smile mind-set. No fluff. No fake. Just the real deal. Ultimate business success in the hospitality industry always has and always will start with and end with a hotel's staff, and their customer's perceptions of the one-on-one service provided.

Source: http://ezinearticles.com/?Disney-Timeshare,-Cast-Member-Service-Must-Make-Mickey-Mouse-Smile&id=958558
change management