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Tag Archives: customer loyalty

Let your customers in on the planning #2

[Note: When I write about a politician, I’m not talking about politics. I’m writing about marketing lessons.] Here’s another great example from the Obama team that shows how to get deep buy in: They sent out a mass email asking for hiring recommendations. Everyone who got this email instantly felt important. It made you feel like […]

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The Fastest Way to Lose Customers

68% of customers are lost because of bad customer service according to this fantastic chart from Andy Wibbels and our friends at Get Satisfaction. (See original.) Only 14% are lost because of a product problem. Lesson: Maybe you should spend some of your giant R&D budget on fixing your crappy call center!

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Giving free travel to a frequent flyer is like giving a pie as the prize in an eating contest

Give your loyal customers something better: Let them show their pride. Help them brag about their status. Great example: This stainless steel luggage tag from United. It lets the macho world traveler show that they’re not just part of the herd. And they display United’s logo everywhere they go. How can you help your best […]

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Screw ya later, alligator

Always icky: The short-term discount that turns into an expensive, long-term contract. Maybe it gets you new customers. But it also leaves your most loyal customers resenting you, every month, forever. How could you create an offer that excited future customers, but rewarded loyal ones?

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Newsletter #826: The “Invite Them In” Issue

[Welcome back to the Damn, I Wish I’d Thought of That! newsletter. This is text of the great issue all of our email subscribers just received. Sign yourself up using the handy form on the right.] Every time you get a customer in the door, it means you’ve earned the chance to give them a memorable […]

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Your short-term offers need long-term benefits

The problem with freebies and coupons is that you get deal-seekers and freeloaders who won’t be back after the deal is done. But free offers do work to bring new customers in the door. To make it work, make sure your short-term offer does something that will lead to a long-term relationship. A great example […]

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How do you get your long-time customers to start talking about you?

When someone has been happily doing business with you, they probably aren’t telling their friends. When we’re used to getting great service, we don’t suddenly jump up and start telling everyone, “Hey, it’s still good!” After a long relationship with a product, we don’t suddenly post to Facebook, “Still not broken!” So how do you […]

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Do not call

I get a sales call (8 PM, at home) from a company that I already do business with. I tell them to put me on the do-not-call list. They tell me that I may get more sales calls for up to 30 days. I mention that it’s against the do-not-call rules. They say “It’s OK, […]

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Throwing away your reputation

Blue Bell Ice Cream is famous for their high-quality ice cream with all natural ingredients. It’s their entire brand: We proudly make Blue Bell Ice Cream the old-fashioned, traditional way, so it tastes just like it was hand-cranked. As you’d expect, we use the finest milk, cream, sugar and other ingredients money can buy. Then, […]

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