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The Welcomer Edge: Unlocking the Secrets to Repeat Business
It has always frustrated me that so many businesses which could be great successes struggle because they don’t understand a few basic principals about sales and customer service. My years of studying...
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Customer Service Stories Are Everywhere
Today I would like to share with you a guest blog post from Roy Atkinson. Recently, I flew to Colorado Springs for a weekend of meetings. Going from Downeast Maine to just about anywhere is not...
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Don’t Issue Loyalty Cards Without Loyalty
I am an advocate of generating repeat business by building relationships with people, not with a piece of plastic. Too many companies create loyalty programs for their customers which don’t create a...
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What is Your ‘Customer at Risk’ Ratio?
Every company has a “customer at risk” score or ratio. Your “at risk” score is the percentage of customers who only frequent your store, restaurant, hotel, etc., out of convenience, not because they...
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Employing Your Associates as Competitive Weapons
In the retail world, the best opportunity to create loyalty and generate repeat business is through associates who are relationship builders. We all know these exceptional individuals; that person who...
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