Tag Archives: strategic planning consultant
Is Customer Loyalty in Your Strategic Plan?
In his book, Customer Satisfaction is Worthless: Customer Loyalty is Priceless, Jeffrey Gitomer said, “Satisfaction is no longer the acceptable measurement of customer service success”. This is the reality of business today: No matter how satisfied you think your customers …
3 Customer Service Touch Points You Have to Get Right
A few weeks ago, JD Power released its list of 2012 Customer Service Champions. I found it interesting that there were three airlines on the list. You don’t usually think of the airline industry as customer-focused. Yet three airline companies …
How to Make Your Company More Likable
The latest buzzword in our marketing vocabulary is “likeability.” There has been a noticeable shift in the way companies communicate with customers. Social media and a renewed focus on service put unprecedented word-of-mouth power into the hands of our clients …
