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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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Positive vs Negative Reviews

This week’s topic covers part five of Shep Hyken’s ACA 2021 report, which is all about how customers rate and review their experiences at different businesses. We all know that word-of-mouth is critical to maintaining a good reputation and driving referrals, but what do the numbers actually say? The first…
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Understanding Tough Customers

For anyone who has worked face-to-face with customers, you know there are just some people out there who—to put it delicately—are difficult. They’re seemingly impossible to please, expecting near perfection from you and your products. Not only are these interactions stressful, but they can go wrong in a flash. To…
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Avoiding More Common Mistakes

Last week, we took a look at Gene Marks’s article for The Hartford, wherein he explained many of the common pitfalls that small-business owners fall into. This week, let’s take a deeper look at a few more critical mistakes you should avoid. Don’t Overwork Yourself Marks admits that “running a…
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Avoiding Common Mistakes

Gene Marks, writing for The Hartford, has posted a great list covering many of the common traps small-business owners fall into, especially when they first get started. Many of these observations are important even for veteran business owners, so let’s look at a few today. Don’t Ignore Your Customers As…
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Using Mystery Shops to Coach

You’ve made the decision to start mystery shopping your company, and now your first reports have arrived. Perhaps they’re a mixed bag: some did great, others so-so, and a few poorly. How should you, or those employees’ manager, use this data to instruct them? Reinforce When discussing what went well…
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Our Shared Passion

Last week, we covered how important it is to ask yourself why you’re in the business that you are, even beyond the goal of attaining financial security and providing for a family. We discussed how you’re able to derive a whole separate level of fulfillment and pride by believing in…
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Have You Ever Stopped to Ask Yourself Why?

Let’s think about a product that has existed for a long, long time: the unassuming yet mighty pen. According to Wikipeida, the earliest pen was probably invented by the Ancient Egyptians over 5,000 years ago, and it has seen a lot of changes in the millennia since. What was once…
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Why Do Customers Choose Your Business?

Unless your company happens to operate in a complete monopoly, it has competitors. Perhaps even an industry full of them, especially given how small the world has become through the power of the Internet, and not just the other guys down the street or across town. Given the number of…
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