Comments on: Your best investment. (It ain’t stocks) http://yastrow.com/2008/it-aint-stocks/ Author, Speaker, Consultant: Ideas on Creating Profitable Customer Relationships Fri, 03 Feb 2012 15:05:25 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: bonnieL http://yastrow.com/2008/it-aint-stocks/comment-page-1/#comment-720 bonnieL Sat, 06 Dec 2008 03:24:15 +0000 http://yastrow.com/?p=248#comment-720 Thanks Leong - a reminder to all that above and beyond means consistent above and beyond. bonnieL triiibe on! Thanks Leong – a reminder to all that above and beyond means consistent above and beyond.

bonnieL
triiibe on!

]]> By: Steve Yastrow http://yastrow.com/2008/it-aint-stocks/comment-page-1/#comment-718 Steve Yastrow Wed, 03 Dec 2008 06:54:13 +0000 http://yastrow.com/?p=248#comment-718 Great story Leong. All of the personal recognition from the waiter (where he, by the way, was loyal to you) was destroyed by the cashier who didn't consider you worth very much. Great story Leong. All of the personal recognition from the waiter (where he, by the way, was loyal to you) was destroyed by the cashier who didn’t consider you worth very much.

]]> By: leonghw http://yastrow.com/2008/it-aint-stocks/comment-page-1/#comment-717 leonghw Wed, 03 Dec 2008 02:57:04 +0000 http://yastrow.com/?p=248#comment-717 i ate at a local restaurant last week. it has a unique combination of factors that makes me loyal and disloyal at the same time. let me elaborate. Touchpoint 1: as i stepped into the restaurant, one of the waiter RECOGNIZED me as a frequent customer and nodded his head to ACKNOWLEDGE me. Loyalty point +2 Touchpoint 2: after placing the order, he brought me the food PLUS the extra gravy i've asked for the last time without me asking again. Loyalty point +1. Touchpoint 3: then at the payment counter. i pulled out 50 bucks for a meal that costs 5. the cashier immediately pulled a sour face and grumbled that i should have paid him the exact change or something smaller than a 50. for a customer facing staff like a cashier, this rude behavior is not tolerable. Loyalty point -10. my point: to make customers loyal to you, treat them well & know what they want before they have to ask the second time around. make them feel that they matter to you. that's relationship. companies should invest in mystery shopping to know how their customers feel and think while purchasing from them. rewards & points doesn't make loyal customers as almost every big companies have their rewards & points. what makes yours so special? strong customer service is hard to replicate compared to rewards & points programs. rgs leong i ate at a local restaurant last week.
it has a unique combination of factors that makes me loyal and disloyal at the same time. let me elaborate.

Touchpoint 1:
as i stepped into the restaurant, one of the waiter RECOGNIZED me as a frequent customer and nodded his head to ACKNOWLEDGE me. Loyalty point +2

Touchpoint 2:
after placing the order, he brought me the food PLUS the extra gravy i’ve asked for the last time without me asking again. Loyalty point +1.

Touchpoint 3:
then at the payment counter. i pulled out 50 bucks for a meal that costs 5. the cashier immediately pulled a sour face and grumbled that i should have paid him the exact change or something smaller than a 50. for a customer facing staff like a cashier, this rude behavior is not tolerable.
Loyalty point -10.

my point: to make customers loyal to you, treat them well & know what they want before they have to ask the second time around. make them feel that they matter to you. that’s relationship.
companies should invest in mystery shopping to know how their customers feel and think while purchasing from them.
rewards & points doesn’t make loyal customers as almost every big companies have their rewards & points. what makes yours so special?

strong customer service is hard to replicate compared to rewards & points programs.

rgs
leong

]]> By: Steve Yastrow http://yastrow.com/2008/it-aint-stocks/comment-page-1/#comment-716 Steve Yastrow Tue, 02 Dec 2008 15:54:45 +0000 http://yastrow.com/?p=248#comment-716 Did the shift in corporate culture make you feel that they were less loyal to you, also? Did you feel less valuable to them? Did the shift in corporate culture make you feel that they were less loyal to you, also? Did you feel less valuable to them?

]]> By: richard http://yastrow.com/2008/it-aint-stocks/comment-page-1/#comment-715 richard Tue, 02 Dec 2008 15:21:37 +0000 http://yastrow.com/?p=248#comment-715 Steve I can't tell you how true this is. I am currently having to reevaluate a vendor relationship as there is apparently a shift in Corporate Culture. Steve

I can’t tell you how true this is. I am currently having to reevaluate a vendor relationship as there is apparently a shift in Corporate Culture.

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