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 […]
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 […]
Why you should collect useless information
Why a staff member should collect information even if they can’t do anything about it I closed a bank account today, and the reason I had to close it IS relevant. I closed it because my bank, Greater Bank does not have Apple Pay as part of their Visa card offering. I am now wallet free, digital […]