It’s a generally accepted principle of business that customer loyalty is important, but when I talk to business owners, I find that they often only think in terms of customer loyalty driving repeat purchases. Actually, research has shown that loyalty is tied to four customer behaviors that will drive your business growth and profitability. This […]
Assessing Customer Loyalty
In a recent blog article titled, “Rackspace Net Promoter feedback system achieves >60% response rates,” Rob Markey describes how this web hosting company does it. Net Promoter®* is a methodology for assessing customer loyalty, acting on the information gathered, and then improving loyalty through a feedback process. If you’d like to improve the response rates […]
Use the Web to Boost Referrals
Last week, I had the opportunity to attend a referrals seminar given by a successful Houston contractor. It was a very worthwhile event and included great tips for asking for referrals and inducing customers to act as referral sources. Those techniques have worked for this gentleman, and his company does several million dollars in business […]
Be a Loyalty Meter Reader!
What’s a loyalty meter? It’s an established process for measuring your customer or client loyalty and then taking action to improve the measurement. There’s an old management saying that, “you can only manage what you measure,” so if your don’t measure loyalty, your business practices might not be helping you to improve it or to […]