What are the 9 (plus 1) Behaviors of Truly Loyal Customers?

There is a big difference between customer satisfaction and customer loyalty. Customer satisfaction is always an opinion, assessment, snapshot. It’s the answer to the question, looking back in time, “Are you happy with what we have done for you?” Have … Read More

The Six Signs of a Second Rate Service Culture

In our work with organizations all over the world, we encounter six signs of substandard service culture. Each of these signs can defeat the best intentions of service leaders and degrade the best effort of service providers. Do any of … Read More

Why is Uplifting Service so important right now?

The purpose of customer service in the business world has changed. Service is no longer a “nice to have”. It has become an absolute commercial necessity. In the past, giving good service was a merely a hygiene factor, something you … Read More

5 Stealth Ways to Make Air Travel More Fun

This article was published by Chester Elton on LinkedIn. I have flown millions of miles on several airlines, which means some weeks I spend more time in the air than on the ground. While most of the time I find … Read More

How to Turn an Airline Flight Delay into Customer Loyalty

By Neil Baron, originally published on PragmaticMarketing.com Seven best practices for service recovery Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders. … Read More

Reflections on a Birthday in 2014

I was born 58 years ago in Connecticut in the USA. My parents welcomed me into a growing family with a deep commitment to academics and achievement. I was an energetic child, full of ideas and mischief – and a … Read More

Think you know your customers? Think again!

Many people say they know who their customers are. But an alarming number, especially in the B2B world, have only a shallow clue. Ask yourself these questions, and then think again: Do you understand your customers’… Business: the dynamics of … Read More