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Courting and Keeping Your Customers

New customer acquisition is usually the most expensive component of a business’s relationship with its clientele. Broadly, it includes everything from the salaries paid to marketers and salespeople to the advertising. Consequently, acquisition is far costlier than retention, as the Harvard Business Review reports: “Depending on which study you believe,…
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The Downgrade Apocalypse

Customer reward programs have been around a long time: in fact, the earliest example may well be Betty Crocker, which, in 1929, introduced the idea of using box-tops as coupons to encourage repeat purchases. Since then, just about every major company—and a great deal of small ones to boot—have made…
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Beyond Compensation and Benefits

The specter of the Great Resignation continues to haunt most companies around the country, as droves and droves of employees are resigning to pursue other opportunities. With the workforce in so much flux, many businesses—especially small proprietorships—are rightly concerned about losing their best employees and having to deal with a…
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‘Tis the Season for Appreciation

Though it’s been another difficult year, businesses everywhere should take the time to look back with appreciation for all that they’ve been able to accomplish in 2021—despite the challenges arrayed against us all. The biggest reason for this success is, without a doubt, the loyalty of customers and employees alike.…
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Hospitality is King

For this week’s blog, let’s take a look at Danny Meyer’s outlook on the art of hospitality. Meyer is the CEO of Union Square Hospitality Group, which oversees the Gramercy Tavern in New York City, which in turn is a restaurant that is often voted #1 in any given year…
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Repeat Business vs Customer Loyalty

For our last dive into Shep Hyken’s ACA 2021 report, we’re going to take a closer look at rewards programs, and how they generate repeat business—and how this differs from customer loyalty. As we have in previous blogs on the ACA 2021, let’s first consider some numbers. Hyken asked his…
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Personalized Care

It’s that time of year again: Shep Hyken has released his annual Achieving Customer Amazement report, which means we’ll analyze his findings and explain what they mean for your business’s customer experience in the coming weeks. For today, however, let’s start with a key takeaway about how important personalized customer…
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The Wow Starts Now

“The Customer Experience” is a catchall term you’ll hear thrown around a lot in the retail and service industries. It encompasses the entire interaction a customer has with your business, including everything from branding impressions, the store visit, and to what happens after—customer service, sales, and support. For a restaurant,…
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Never Force a Customer to Call Twice

While it’s true that people’s attention spans are growing shorter every year with our on-demand, always-connected lifestyles, what’s also diminished is our patience. There’s hardly ever any need to wait for anything now. Think about it: Want a product? Your favorite online retailer can probably deliver it in under two…
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