John Larson

Timely Service Is the Secret Sauce of a Good Customer Loyalty Program

Last week, I went to my local Trader Joe’s and bought an inexpensive bottle of Chilean wine. When I went to pay for the wine the register operator complemented me on my selection. “Several of my customers have purchased this wine and they all...

Firing Customers- It Can Make Sense, But Do So With Care

Over the last twenty five years that I have been measuring customer satisfaction, I have observed two things so often that they have risen to the status of ‘universal truths.” These are: 1. On a 5-point Satisfaction scale (where 1 = Highly Dissatisfied, 5...

Taking Your Customer Service from Cost Center to Profit Center

How many times has one of your customers approached you with an issue or a problem? For instance, “I purchased this product from you and it does not work.” Or, “I thought this product had feature X, but I found out it doesn’t and...

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