By Paul R Timm PH.D.
Considering that publishing the 1st variation of this vintage that has bought over 250,000 copies, the demanding situations of protecting customers-or developing client loyalty-has develop into much more pressing. finally, each profitable firm needs to allure, serve, and win the loyalty of consumers through offering invaluable items and supplying very good provider. Turned-off shoppers produce devastating ripple results that fast drag businesses right into a morass of mediocrity, whereas enterprises that creatively observe a continuing movement of small, customer-centered recommendations see constant and protracted strengthening in their client base. This ebook gets all managers and staff considering the little issues which may make all of the distinction. If every person in a firm improves understanding of the easy but robust principles during this quantity, the corporate can and may see dramatic advancements in carrier and buyer loyalty. The effect at the final analysis should be dramatic.
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Extra info for 50 powerful ideas you can use to keep your customers
Be attentive to the customers' needs. Give them time to browse if that's what they need, but be responsive to them in helping make a buying decision when they are ready to buy. Page 37 5. Get the Customer Doing Something Telling people about your products or services isn't usually enough. Showing them how it works is much better. But to really serve your customers, get them involvedget their hands on your products in some way and they'll feel better about you and your company. Studies of successful computer salespeople, for example, show that they encourage customers to sit down at the computer as soon as possible to get them playing with it.
But the real management challenge lies in translating these slogans into actions that convey these feelings and beliefs to the customer. Even when leaders truly believe in the importance of customer service, they still face the difficulty of getting the customer contact people to do what customers want. The problem gets trickier when we see that the lowest Page 15 paid and least well-trained employees are often those who face the customer every day. A multi-million dollar fast-food operation, for example, places its success squarely in the hands of the minimum-wage teenager taking the orders and delivering the food.
An open-ended question is one that cannot be answered with a simple yes, no or one-word response. " Page 52 In each of these examples, the second question (the open-ended one) creates an opportunity for customers to express their thoughts in their own words. Open up the communication channels, and give your customers opportunities to suggest ways they'd like to see you do business. Make it easy to complain. Why? Because 63 percent of unhappy customers who do not complain will not buy from you again.
50 powerful ideas you can use to keep your customers by Paul R Timm PH.D.