retaining customers, customer care

It’s the Little Things that Win and Keep Customers

Have you ever wondered why some people always seem to get new customers and how they keep those same customers year after year?  It’s not as complicated as you may think. The secret is good old common courtesy! Showing respect and goodwill towards your customers goes a long way to ensure they will remain loyal. Small Opportunities Translate Into Customer Loyalty Have you ever tried to call a company or organization? Sometimes there is no phone number, and even if there is one, it often rolls to voicemail. Sometimes the person on the other end of the phone or email isn’t even trying to help you. They aren’t listening to your problem. Now imagine an organization that cares. Its employees are trained, and they listen to your concerns. That organization will win every time – especially in today’s tech-savvy, zero customer care environment. The lesson here is to take...

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Active Listener

Good Listener or Active Listener?

It’s a safe assumption that you think you are a good listener. Almost everyone does. The reality is that there is always room for improvement. The brutal truth is that we as humans get lazy and depend on canned answers and minimal involvement when it comes to communication with others. As communication becomes more and more abbreviated (i.e. texting shorthand and emoticons), the way to separate yourself from the pack is to be an active listener. Are You a Good Listener? There is a misconception that being silent, engaging with facial movements and verbal sounds and summing up what someone has just said is a sure way to be a good listener. It’s a start to be sure, but we’ve all gone through the motions as we think we are really listening to someone, but are actually thinking about something else entirely. Acting like a listener when you really...

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