PORTLAND, Maine— FairPoint's unionized workers fear they'll find a mess when they return Wednesday from a four-month strike in which replacement workers handled call center duties and maintained the telecommunications network in Maine, New Hampshire and Vermont. "We have to win back the confidence of our customers," said Adam Frederickson, a FairPoint worker...» Read More
Since it opened its first store on May 19, 2001, Apple has redefined the customer experience and built unprecedented customer loyalty. A big part of Apple’s success is its commitment to training all of its employees to follow the “five steps of service” in every interaction.
It's the ultimate man cave: an underground missile silo, built during the Cold War, that was turned into a luxurious subterranean home capable of withstanding a nuclear attack. And now, thanks to the recession, it's on sale at a huge discount from the original asking price.
Remember that YouTube video by a guy who sang a song about United Airlines breaking his guitars? Well, now he’s turned his viral fame into a business — the business of helping other victimized customers get their complaints heard, too.
While it’s customer loyalty programs are a critical strategic endeavor for every company, even some of the largest brands in the world make significant customer loyalty mistakes. As a small business, you may have even more at stake.
Business owners take note: An eventual recovery is on the horizon, and the time to prepare and improve your company for future growth and success is now.
While many small businesses have sought new avenues of exposure through daily deals sites, many have found that such campaigns attract bargain-hungry consumers who use their coupons and never return. There are better ways to keep customers coming back.
Waiting for the cable guy — or any service person — hundreds of dollars a year in lost wages. It can cost the business owner a customer.
The author of Reinventing the Wheel writes, "Building relationships with any customer, B2B or B2C, is based on trust and the equal exchange of value."