Darcie Davis

Why Do People Engage or Disengage

I’ve spent years interviewing people to hear their stories about why they stay or leave a company as a customer or an employee. As I’ve written before, there are many reasons why people stay or leave yet the summary of all those issues is...

How Much Feedback Should Leaders Seek?

I worked with a managing partner who sought the opinions of all 28 of the other partners of the firm before he made any small, medium and important decisions. The problem or the result I observed was that he took little action. He was...

The Critical Key to Customer Retention During the Holidays

You don't need to read this because you already know what the "key" is to maintain customer retention during the holidays. Guess. What's the one word or phrase you believe is the main ingredient for keeping and promoting customer retention in the busiest time of...

Three-Way Collaboration for Best Customer Satisfaction

Developing or making improvements to customer satisfaction programs can be a major undertaking. It can also be energizing. I've worked with many companies that take on the task themselves. Often they have customer survey data that frames their thought process and helps to set...

Who Do Leaders Turn to When

I have yet to meet a leader who knows all the answers and responses needed to every challenge that comes her way. That observation does not speak to the varying and fluctuating levels of confidence leaders have in their positions of responsibility, but...

What’s In Your Customer’s Purse?

For all women, CEOs and non-CEOs, a purse is a critical staple for her day and there are two roles each purse serves: Fashion and Utility. Because of the combination of these dual roles, your company has a fun and interesting opportunity to connect...

Customer Satisfaction Programs That Rock

To keep the customer satisfaction numbers impressive, there are certain actions every company must take. You likely already know what the basics are. 1. Have a program that continually probes for customer satisfaction levels. 2. Have a program that ensures your program #1...

Customer Loyalty is a Lopsided Bike

Courtesy of bigstockphoto This contraption looks like a bike. It operates like a bike. Since it is so lopsided, don't expect to get any long-term mileage out of it. In fact, the slightest interference down the road will topple the entire machine and its driver.…

Do Your Customers Buy Because of Your Sales Pitch?

Sales Departments spend time and money developing a competitive sales pitch and presentation to lure new customers. It is important and necessary. This is the challenge I have for you. Do you frequently ask for feedback from prospects and customers who heard one...

Team Building is a Process

Imagine the enthusiasm demonstrated by citizens who apply to be a Navy Seal. If we conduct their training using the same team building techniques that many corporations use, the Navy Seal Wannabees would attend one long retreat, probably over a weekend, and expect to...

Drip Team Building For Long Term Results

What's the point of holding an expensive corporate retreat if the results don't last? If nothing improves. I'm sure many of you know what I'm talking about. A day of paint ball, the company picnic or a ropes course may not delight the socks off...

2 Things A Plumbing Company Does to Get Outstanding Customer Loyalty

I knew the plumbing company was successful with outstanding customer loyalty. I knew their brand was popular in my marketplace. I got a chance to find out what was going on without using their services first because I got an inside look at their...

Delighted Customers are to be Feared Not Revered

Do your customers say they are "delighted" with the services or products from your company? Caution Caution Caution! They are using a code word that your company must translate. Residential real estate agents have learned how to write coded words to describe the properties they...

Chocolate Builds Customer Loyalty

Chocolates image provided by Danilin from FreeDigitalPhotos.net Are you reaching for a chocolate bar before you even read this article? C'mon! Chocolate is irresistible to many and a big business around the world. Just thinking about it makes some people salivate. Chocolate has molded its…

Customer Retention is Impossible

If you run a business with the attitude that customer retention is elusive or impossible, you will get what you thunk. No customer retention. Are any executives really thinking (thunking) that customer retention is impossible? I cannot pin down a few executives I know to...

An Educated Customer is More Loyal

I was just in conversation with a woman who is a nurse in a dermatologist's office. She was bemoaning the fact that lately, far too many of her customers have returned their skin care product purchases for a refund. She lost their...

Customer Retention Is a Big Number

I just overheard a bank president tell a fellow banker that he does not track customer retention numbers because customer turnover is normal and to be expected in their business. Excuse me? This was spoken by a president of a bank which has...

Customer Satisfaction Surveys Are Falsely Named

I know I am not the only one who admires and quotes Seth Godin, one of the foremost marketing strategists, speakers and authors of our time. Seth recently blogged about the most effective way to get feedback, especially from customers. He and I...

Customer Retention from Start to Never Finishing

I wish I'd said it but I read somewhere about creating a "customer journey map" and I rather like that term. I've worked with clients to develop their "customer relationship map" mostly to understand who within their company has or should have the...

Balancing Mistakes vs. Excellence in Service

We've talked/written about the art of correcting mistakes made in customer service. If customer loyalty is a goal (and we will assume it is), your company's goods and services must be prepared to run the gauntlet of many tests, some your company can...

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