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...