Can improving your customer service increases revenue?Read More
Strategic Discipline Blog
Upfront confession, I stole this idea from The DiJulius Group’s blog Ellen Shocks Waitress Who Delivers Great Service | The Power Of Brand Advocates. If you want to get the inspiration behind this blog, go straight to the link.Read More
In Fred Reichheld’s first book The Ultimate Question introducing Net Promoter Score, the standard for gauging Customer Satisfaction, he spoke about a specific issue that many companies have deriving what he called “bad profits” from their customers. An example he gave at the time was staying at a hotel and having to use the phone from your room to make call. At the time of the book’s publishing many hotels were charging exorbitant fees to call, especially long distance calls.Read More
How do you measure customer loyalty? How important is customer loyalty? Fred Reichheld suggests that most companies are doing customer loyalty all wrong, and yet it is the one thing that when done right secures real growth for your business. In Fred’s presentation he discussed his books, The Ultimate Question, Loyalty Rules and The Loyalty Effect, mostly highlighting recent information in the latest offering, The Ultimate Question.