Stop Ignoring the Most Profitable Customers
Show Me The Money = Baby Boomers
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***2017 Secret Service Summit Speaker Lineup Revealed
Most Hated Companies In January a list of America’s Most Hated Companies came out. I doubt the majority of businesses on this list will be too shocking to anyone. Companies need to create less company-centric and more customer-centric policies. If customer satisfaction creates loyalty and loyalty produces profit, then why do so many companies infuriate their customers with contracts, hidden fees, fine print, and unnecessary penalties? Historically, the most hated companies/industries are the ones that have their Customers locked into a contract, such as cable companies, cell-phone carriers, banks, and credit card companies that profit from customers who fail to understand or follow the rules about minutes used, minimum balances, overdrafts, or payment deadlines. What Brands Do You Hate & Why? I want to know which brands you hate the most and why. Tweet me your answer @johndijulius and I will share the results in an upcoming eService. Being #1 In Your Industry Should NOT Be Your Goal One of the reasons why leaders and employees give themselves higher Customer service marks than their actual Customers do is because they are comparing themselves to the rest of their industry. Whether you are a law
So if no one in your industry is known to be World-Class at Customer service, than you should not be satisfied with being #1 in Customer service in your industry. Have you ever vacationed at Disney or spent a few days at a Ritz-Carlton Hotel? If so, what typically happens immediately following your visit is your Customer service expectations are much higher. You find yourself frustrated with the majority of your interactions with other companies within the next 48 hours because no one else’s experience compares. That is what everyone in your organization needs to focus on, being the best part of your Customer’s day and thinking for the rest of their day, “I wish everyone else treated me as well as (your company).” |
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