customer tactics Archives

Customer Emotions that Drive Buying Behavior

February 3, 2017 1 Comment

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Solutions to Problems AND Good Customer Emotions Need to Exist for Long-Term Loyalty

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some Customers Will Work to Destroy Your Business While Others Are Willing Partners in Helping You Grow, Be More Successful

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

Guidelines for Generating Positive Customer Emotions and Relations

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Sample Steps to Developing an Environment Where Customers Are Motivated to Buy from Your Company

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Alignment of the customer delivery ‘value chain’ is Crucial

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

A Chief Customer Officer’s (CCO) role is to Advocate for the Customer within the CxO suite

** Refer to previous blog article on the 5 R’s of customer loyalty – https://goo.gl/L4IA3q

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)
Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.
In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)
Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience
Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

Filed under CRM, Customer Profitability, customer service Tagged with acquire competitor’s customers, acquire customers, angry customer, brand advocates, brand ambassadors, brand management best practices, brand reputation, buying environment, Chief Customer Officer, competitor’s customers, CRM, CRM Blog, crying customers, customer advocate, customer advocates, customer anger, customer attrition, customer base, customer care agents, customer code of conduct, customer concern, customer defection, customer emotions, Customer executive, customer feedback, Customer focus groups, customer fulfillment, customer golden rule, customer good feelings, Customer Loyalty, customer management best practices, customer playbook, customer problem solving, customer ratings, customer relations, Customer Relationship Management, customer respect, customer service best practices, customer service call scripts, customer service nightmare stories, customer service pitfalls, customer service playbook, customer service representatives, customer strategy, Customer Strategy Blog, customer tactics, customer vision statement, customer voting, delighted customers, expand customer base, glad customers, grow customers, happy customer, high quality customer service, indifferent customer, leading customer service programs, loyal employees, loyalty program best practices, loyalty programs, pissed off customers, Positive customer emotions, problem customers, scared customers, steal competitor’s customers, Steven Jeffes, top customer service programs, upset customers

Win a Customer for Life by Employing the 5 R’s of Customer Loyalty

January 20, 2017 1 Comment

The how to guide to Win a Customer for Life by Employing the 5 R’s of Customer Loyalty

The 5 “R’s” of Customer Loyalty

Ensure Your Company is 5 “R” Customer Compliant

Following the 5 R’s of Customer Loyalty Will Enable Your Company to Attract and Keep Customers for Life

Ensure Your Company is Customer R-Reliable

Top Steps to Ensuring Your Company is R-Reliable

The First “R” of Customer Loyalty Is Setting High Quality Customer Standards (External) and Goals (Internal) and then Delivering on that Customer Promise for Each and Every Customer Interaction as well as the overall & long-term customer relationship

Example of How a Company Demonstrates Customer R-Reliability

Example of How a Company Demonstrates Customer R-Reliability (continued)

Ensure Your Company is Customer R-Responsive

Top Steps for Your Company to Become Customer R-Responsive

The 2nd “R” of Customer Loyalty Is Ensuring That Customer’s Expectations Are Met: Needs, Concerns, Quality, Cycle Time Expectations, etc.

Example of How a Company Demonstrates Customer R-Responsiveness

Example of How a Company Demonstrates Customer R-Responsiveness (continued)

Ensure Your Company is Customer R-Recognizable

Top Steps for Your Company to Become Customer R-Recognizable

The 3rd “R” of Customer Loyalty Is Ensuring That Your Brand and Company has Distinctive and Positive Characteristics such that it drives positive emotions (driving repeat business, customer referrals, word-of-mouth adverting, etc.

Example of How a Company Becomes Customer R-Recognizable

Example of How a Company Becomes Customer R-Recognizable (continued)

Ensure Your Company is R-Relationship Oriented

Top Steps for Your Company to Become Customer R-Relationship Oriented

The 4th “R” of Customer Loyalty Is Ensuring That Your Brand and Company develops a high quality and mutually beneficial relationship with your customers based on mutual respect, customer insights, an ongoing and open dialogue and a model that encourages a partnership between your brand & company and your customers

Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented

Example of How a Company Demonstrates That It Is Customer R-Relationship Oriented (continued)

Ensure Your Company is Customer R-Rewarding

Top Steps for Your Company to Become Customer R-Rewarding

Example of How a Company Demonstrates Customer R-Rewarding

Example of How a Company Demonstrates Customer R-Rewarding (continued)

Is Your Company Ready to Take the 5 “R” Pledge?

SUMMARY: If you take the pledge above to adhere to the 5 R’s of customer loyalty, you will enhance your ability to attract and retain customers for life. Key to this is developing the capabilities to be best in class for each “R” and ensuring that you are (cost effectively) maintaining a major qualitative advantage in each customer R vs. your competitors.

For addition information on this topic, consult the following resources:

Qualtrics: Customer Loyalty: Good overview of what customer loyalty is, why it matters, and how companies build it. Link: https://www.qualtrics.com/experience-management/customer/customer-loyalty/
Harvard Business Review: The Value of Keeping the Right Customers. Strong strategic perspective on retention, loyalty, and long-term customer value. Link: https://hbr.org/2014/10/the-value-of-keeping-the-right-customers

Filed under CRM, Customer Profitability, customer service, Marketing, Uncategorized Tagged with attract customers, best customer programs, best practice customer programs, best practice customer service, brand ambassador, brand characteristics, brand promise, brand statement, brand vision, company win-win, CRM, CRM Blog, customer acquisition, customer ambassador, customer analytics, customer bi-directional conversation, customer competitive, customer content, customer content management, customer cost competitive, customer cross-sell, customer cycle time, customer defection, customer delivery, customer delivery excellence, customer dialog, customer dialogue, customer dislikes, customer engagement, customer feedback, customer goals, customer information system, customer insights, customer interactions, customer lifetime value, customer long-term, customer long-term relationship, customer longevity, Customer Loyalty, customer loyalty programs, customer metrics, customer mutually beneficial, customer needs, customer partners, customer persistence, customer positive emotions, customer preferences, customer processes, customer ratings, customer recognizable, customer referrals, Customer Relationship Management, customer relationship oriented, customer relationships, customer reliability, customer reliable, Customer Repeat Business, customer respect, customer responsive, customer responsiveness, customer retention, customer rewarding, customer rewards, customer rewards system, customer service, customer service employees, customer service level agreement, customer service principles, customer service promise, customer service team, customer share of wallet, customer SLA, customer SLAs, customer spend, customer standards, customer strategy, Customer Strategy Blog, customer tactics, customer touch points, customer up-sell, customer vision, customer vision statement, customer win-back, customer win-win, customer word of mouth, delighted customers, effective customer service, gold customer, graduated customer rewards, happy customers, how to delight customers, irate customers, leading brands, leading customer programs, pissed off customers, platinum customer, retain customers for life, Ritz Carlton, silver customer, Steven Jeffes, top customer service companies, win customers for life, win customers from competitors

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Stevenjeffes: Customer Experience, Marketing, CRM, Corporate Innovation Blog

Customer Emotions that Drive Buying Behavior

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)

Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.

In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)

Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience

Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

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Stevenjeffes: Customer Experience, Marketing, CRM, Corporate Innovation Blog

Customer Emotions that Drive Buying Behavior

Find out why most companies miss the mark in terms of focusing on generating positive customer emotions

Good products and services are only part of the equation in terms of generating customer repeat business, loyalty, long-term retention

Some customers will actually work to kill your company and brand(s), namely dissenters and defectors, while others will work tirelessly to bolster your sales, reputation, customer acquisition efforts, etc.

It is essential that all of your customer facing team members are representing the company and brand well, and that they adhere to your stated customer principles

Your customer facing team members need to develop a customer interaction playbook that is consistent with your brand and customer mantra

Every aspect of your customer delivery ‘value chain’ needs to be synchronized to deliver a highly consistent and high quality (emotional) experience as rated by your customers

If you rate customer satisfaction and loyalty as a high company priority, then they must be represented by a Chief Customer Officer (CCO) that will truly advocate for customers and set the customer standards that drive positive customer emotions

Summary: The following points summarize the content of this blog as follows:

In order to develop customer loyalty you must have both great products and services as well as the ability to generate positive customer emotions (customer delight, feeling connected to the company)

Segments of your customer base will work to destroy your attempt at market success while others are your partners in helping your company become even more successful.

In order to drive positive customer emotions and convert your customers into advocates and super-advocates, you must develop an internal customer relations playbook (develop customer vision, code of customer interaction conduct, etc.)

Every aspect of your customer delivery ‘value chain’ needs to be in-synch in order to deliver an end-to-end superb and fulfilling customer experience

Every company should have the equivalent of a Chief Customer Officer (CCO) in order to set the customer vision and standards and be the ultimate advocate for all of your customers.

Share this:

Like this:

Win a Customer for Life by Employing the 5 R’s of Customer Loyalty

Following the 5 R’s of Customer Loyalty Will Enable Your Company to Attract and Keep Customers for Life

The First “R” of Customer Loyalty Is Setting High Quality Customer Standards (External) and Goals (Internal) and then Delivering on that Customer Promise for Each and Every Customer Interaction as well as the overall & long-term customer relationship

The 2nd “R” of Customer Loyalty Is Ensuring That Customer’s Expectations Are Met: Needs, Concerns, Quality, Cycle Time Expectations, etc.

The 3rd “R” of Customer Loyalty Is Ensuring That Your Brand and Company has Distinctive and Positive Characteristics such that it drives positive emotions (driving repeat business, customer referrals, word-of-mouth adverting, etc.

The 5th “R” of Loyalty Is Ensuring That Your Brand and Company rewards mutually beneficial customer behavior (greater share of wallet, spend, brand partnership activities, etc.) such that it drives further and longer-term customer loyalty.

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