AvatarSteven B HowardWhat a loyal customer really wants (hint: it’s not discounts)verified_publisherTNW - Lucas MillerIt used to be that the number one way for brands to garner customer loyalty was with discount codes and special offers. Generally speaking, the more customers spent at a retailer or e-commerce brand, the more rewards they could get. While rewards programs that offer perks such as free items or cash …
AvatarSteven B HowardA Customer Discovered Their $350 Lego Set Was Missing Pieces. The Company's Response Was Brilliantverified_publisherInc Magazine - Jason AtenFind every opportunity to delight your customers. I came across a fascinating story from someone we'll call John. We'll call him that because it's his name and he told me I can use his real name. John is a fan of LEGO and of Star Wars. I can relate. We have four children and have an entire playroom …
AvatarSteven B HowardCustomer Service Recovery: 4 Steps To Resolve Any Customer ComplaintForbes - Micah SolomonEvery successful customer-focused company has a customer service recovery framework at the ready, to be deployed in the moments when things don’t go according to plan. A service recovery system kicks in when your company, your customers, or some uncontrollable force like the weather introduces a …
AvatarSteven B HowardCustomer Experience Will Determine the Success of Your Companyverified_publisherEntrepreneur - Aimee TariqTake a cue from Amazon and Netflix and use every tool in your arsenal to keep people coming back. It's no secret that successful companies are the ones with satisfied customers. But while many executives claim to understand the importance of customer experience (CX), it often falls by the wayside as …
AvatarSteven B HowardFrom Nordstrom To Zappos: The 10 Elements Shared By All Great Customer Service CulturesForbes - Micah SolomonIn the time I’ve spent working with or studying those companies with truly outstanding customer service cultures (such as Nordstrom, USAA, Southwest Airlines, The Container Store, Zappos, L.L. Bean, Mayo Clinic, MOD Pizza, and Bob’s Red Mill) and their equally excellent but lesser-known …
AvatarSteven B HowardThis Employer Got a Bad Yelp Review. His Response Is a Compelling Example of Emotional Intelligenceverified_publisherInc Magazine - Melanie CurtinThis will warm your heart. Review sites like Yelp can be a double-edged sword. On the one hand, they allow individuals to express themselves and give honest feedback about local businesses. On the other hand, they can put a lot of power into the hands of people who arguably shouldn't wield it. In …