Loyalty – It’s a Two Way Street

When we're speaking about business, if you ask people to fill in the blank of ______ loyalty, they'll say "Customer Loyalty" nine times out of ten.  But what's even more important is a company's loyalty, as it is a necessity in order to build an organization worthy of its customers' loyalty. A customer will never Keep Reading...

Case Study: A $12 Mistake

Suzanne has been a customer of a certain company for six years. She's loyally purchased from them time and again and has encouraged friends to buy from them as well (and they have, she has the referral rewards to prove it!). So when Suzanne recently made yet another purchase from them, she had no reservations. Keep Reading...

The Hidden Beauty of a Complaint

“Failure is only the opportunity to begin again, only this time more wisely.” - Henry Ford In our world of customer service, we are understandably focused on keeping our customers happy. We work tirelessly to create good policies, hire and train good employees, and treat our customers well. It's easy to perceive complaints from loyal Keep Reading...

What’s the Right Choice?

Every day we encounter case after case that require straightforward resolutions. But every [fusion_builder_container hundred_percent="yes" overflow="visible"][fusion_builder_row][fusion_builder_column type="1_1" background_position="left top" background_color="" border_size="" border_color="" border_style="solid" spacing="yes" background_image="" background_repeat="no-repeat" padding="" margin_top="0px" margin_bottom="0px" class="" id="" animation_type="" animation_speed="0.3" animation_direction="left" hide_on_mobile="no" center_content="no" min_height="none"] Image courtesy of Mattes once in a while, a more convoluted case will pop up that pits our Keep Reading...

3 Ways to Create Evangelical Customers

Evangelical customers are the goal of every company.  Why?  Because they have built such a positive relationship with a company and fostered such love for it, that they proclaim its virtues to anyone who will listen.  Evangelical customers become your best and strongest sales force, and they do so without expectation of compensation.  So how Keep Reading...