Over the last week, I’ve met with several small business owners, and we’ve talked about their strategies for using the Web and social media. Almost without exception, these business owners have ignored using the small business listings provided by Google, Yahoo, Microsoft Bing and other Web listing services. They’ve spent thousands of dollars building websites […]
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 […]