Your Most Loyal Customers Are Often the Easiest to Neglect
Businesses usually pay the most attention to customers who are difficult to win. The new lead. The first-time buyer. The customer comparing three competitors. The person who might leave a bad review. These customers create urgency. Loyal customers often do the opposite. They know the process. They understand the product. They forgive small mistakes. They […]
Growth Can Look Very Different From the Customer’s Side of the Counter
From behind the counter, the café probably looked busier than ever. Delivery drivers coming and going. More orders appearing on the screen. Coffee machines running constantly. New revenue coming from customers who were not even in the building. It looked like growth. From our side of the counter, it looked very different. Our cycling group […]
Customer Loyalty Doesn’t Have to Cost You Anything
A friend of mine stayed at a hotel in Tel Aviv, Israel, a while back. She’d been there once before and decided to return. When she checked in, there was a letter waiting for her in the room. It wasn’t elaborate. It wasn’t signed by hand. It wasn’t even personalised beyond her name. But it […]
Customer loyalty for free
There’s no need to over-complicate customer loyalty. Often companies “expect” loyalty form customers, but don’t give it back in return. Customer loyalty is a two way street. Here’s a great example of how to provide loyalty for free. Even if you think it’s a cliche example, then I’d challenge anyone to tell me how it’s […]