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Tag Archives: loyalty

You know you are loved when …

Walt Mossberg, the tech editor of the Wall SJ promotes a fundraiser to save you. Q: You recommended the great Internet browser bookmark sync tool, Foxmarks; since renamed Xmarks. I have been using it for years to keep Internet Explorer, Firefox and Safari bookmarks synced at work and home. With its just-announced demise planned for […]

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Send an anniversary card to a customer

Members of the American Chemical Society get this great card on their 10th anniversary. With a cool chemistry joke, of course (10 = Neon). When your customers send you check after check, you need to take a moment and thank them. They may not have noticed that it was 10 years, but they will notice […]

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Being straightforward, proactively, gets you trust and loyalty

I sent my shoes to Allen-Edmonds for recrafting. (It’s their fantastic service where they rebuild your beloved, broken-in shoes as good as new.) It was taking an unusually long time to get them back. Then I got this email: Given the prolonged negative economic conditions, we decided to help out our loyal consumers by running […]

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If you make me listen to a sales pitch when I activate my credit card, I’m going to think you’re an ass

Why don’t you thank me for doing business with you for another year? Why don’t you show some appreciation for my ongoing loyalty? Why don’t you thank me for the annual fee I just paid you?

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There are 50 ways to leave your lover …

How hard is it for a customer to leave? Do you make them go through a big argument? Do you refuse to let them cancel online? Do you give them a hard-sell sales pitch? Do you charge an abusive cancellation fee? The exit experience is fundamental to how your brand is perceived. If you make […]

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I’m a huge fan of this important message

http://www.smileandmove.com http://www.just212.com http://www.belikerowan.com Horse Sense If you work for a man, in Heaven’s name work for him. If he pays wages that supply you your bread and butter, work for him, speak well of him, think well of him, and stand by him, and stand by the institution he represents. I think if I worked […]

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Would your employees send you a love letter on the way out the door?

A classic from Southwest Airlines’ Paula Berg who is leaving the beloved airline after 10 years: 68 REASONS WHY I’VE LOVED WORKING AT SOUTHWEST AIRLINES This puddle. The response you receive when you tell someone that you work for Southwest Airlines. Free flights. The People – There are times when I pass folks in the […]

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Word of mouth really is this easy

I make a decent living teaching companies how to do word of mouth marketing.  But I have no idea why anyone pays me — I keep telling everyone that it is EASY.  Just make people happy and give them something to talk about. One of my all-time favorites is this simple email Zappos has been […]

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Make your real fans feel special

Alterra Coffee in Milwaukee sends you a card and a bag of coffee on your birthday. You have to sign up in one of their stores. You can't do it online, so you have to be a real-live customer.  It's a great way to recognize and reward those loyal customers who show up — instead […]

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