My wife returned from a recent Texas Association of School Boards meeting in Houston and told me about a talk give by Dan Pink on the subject of motivation. As a subscriber to the TED Blog, I remembered that Dan Pink had also presented at TED, so I turned to my laptop to […]
Why Care About Customer Loyalty?
Loyalty is what we call it when someone refuses a momentarily better option. If your offering is always better, you don’t have loyal customers, you have smart ones. Don’t brag about how loyal your customers are when you’re the cheapest or you have clearly dominated some key element of what the market demands. That’s not […]
Delta Uses Twitter to Improve Customer Service
A recent Bloomberg Businessweek article by Mary Jane Credeur highlights how smart companies are using social media to engage with customers and improve customer loyalty. The article titled, “Delta Monitors Twitter to Remedy Customer Complaints” describes how Delta customer service employees monitor Twitter for word of customer problems. They use Twitter’s direct message function to […]
Employee Ownership and Customer Loyalty
I recently listened to an interesting recent Business Week podcast interview by columnist Karen E. Klein titled, “Why a Sense of Ownership Matters: Reasons and Ways to Empower Employees.” The guest for the interview was Joe Wheeler, author of The Ownership Quotient. I’m a big believer in the customer service impacts of improving employee morale, […]