Tags |
|
|
Links |
|
|
Add You - Are Your Frequent Customers Freeloaders, Scoundrels or Cheats
Truck driving schools, and more specifically those that are nationally recognized, are responsible for training the thousands of students who are then able to successfully take their place in this dynamic industry. It is common knowledge that certain truck driving schools produce the best drivers. These graduates are highly sought after because the trucking companies know that they have been taught correctly. This means a lot when you are about to hand over the keys to a truck worth several hundred thousand dollars.
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you agai
Many years ago, I hated what I was doing for a living and engaged a career coach. As a first assignment, she encouraged me to write down several short stories about times and events in my life where I influenced the outcome. I was stumped at first, but after a few days, I came up with over 15 pages of "stories". These were about times in my life where I not only influenced the outcome but also grew myself and bettered the existence of others around me.So what does this have to do with a job interview?If you
Fly enough on the same airline and you get a free ticket. Stay enough nights with the same hotel and you can enjoy free weekends. Rent cars from the same company again and again and free upgrades will be yours. Buy coffee or ice cream nine times in a row and the tenth cup or cone will be free.
This habit of gathering points is widespread and familiar, but customer experiences when redeeming these points are incredibly inconsistent. Some companies go out of their way to make you feel truly rewarded for the loyalty you have shown. Others treat you like a freeloader and dish out only the lowest level of service.
This is a cultural (and business) issue of the highest order. Here are a few examples:
An ice cream store ran a promotion to encourage frequent buyers. If you ate ice cream enough times during the promotional period, you earned a coupon for one free ‘all-you-can-eat’ session of indulgence the following month. service they deserve: appreciate them, acknowledge them, praise, thank and take good care of them. Re One of my students earned the coupon and went to enjoy his indulgence. The first scoop of ice cream was presented in an attractive glass bowl with a clean spoon. His second scoop was placed back into the same glass bowl, with a new spoon. The third scoop came back in the same glass bowl again, with the same old spoon. The fourth scoop was served in a paper cup with a small wooden spoon. The fifth scoop came back in the same paper cup with the same wooden spoon and a glower from the manager in charge.
My student did not stay for any further scoops in his ‘all-you-can-eat’ celebration...and has not returned to that store for ice cream again.
He noted, ‘I felt humiliated by the staff, as though enjoying my all-you-can-eat prize was in some way cheating the store. Hadn’t I earned my coupon? Didn’t I deserve to enjoy the prize?’
One popular airline encourages frequent flying with ‘double miles’ promotions and special ‘tier bonuses’ for very frequent flyers. One of our subscribers tried to use her points to book a free award ticket in First Class, but the airline refused to confirm her reservation. The airline’s approach was to sell the seats first to ‘real’ paying passengers, and then ‘give the seats away’ to frequent flyers if they were still available at the very last moment before departure.
How shortsighted! How does the airline think the passenger accumulated all those points in the first place? By flying as a ‘real’ paying passenger, of course!
Contrast this approach with the more enlightened view of Starwood Hotels and Resorts. Redeeming an award with Starwood is fast and easy, and the service you get in the hotel is especially warm and attentive. The Asia-Pacific Manager of Customer Care explained it to me this way: ‘If someone has enjoyed an award before, they will strive to earn more points.’
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you again
For all jobseekers facing an interviewer, the best thing is to prepare properly for the particular interview, based on the company where the interview is taking place. Good preparation includes the ability to anticipate tough interview questions, and then, knowing how to handle them.The interview questions most difficult for the average candidate to handle are those that are intended to probe weaknesses, or areas requiring the individual's improvement and/or development. The following are some examples of questio
This is a cultural (and business) issue of the highest order. Here are a few examples:
An ice cream store ran a promotion to encourage frequent buyers. If you ate ice cream enough times during the promotional period, you earned a coupon for one free ‘all-you-can-eat’ session of indulgence the following month. service they deserve: appreciate them, acknowledge them, praise, thank and take good care of them. Re One of my students earned the coupon and went to enjoy his indulgence. The first scoop of ice cream was presented in an attractive glass bowl with a clean spoon. His second scoop was placed back into the same glass bowl, with a new spoon. The third scoop came back in the same glass bowl again, with the same old spoon. The fourth scoop was served in a paper cup with a small wooden spoon. The fifth scoop came back in the same paper cup with the same wooden spoon and a glower from the manager in charge.
My student did not stay for any further scoops in his ‘all-you-can-eat’ celebration...and has not returned to that store for ice cream again.
He noted, ‘I felt humiliated by the staff, as though enjoying my all-you-can-eat prize was in some way cheating the store. Hadn’t I earned my coupon? Didn’t I deserve to enjoy the prize?’
One popular airline encourages frequent flying with ‘double miles’ promotions and special ‘tier bonuses’ for very frequent flyers. One of our subscribers tried to use her points to book a free award ticket in First Class, but the airline refused to confirm her reservation. The airline’s approach was to sell the seats first to ‘real’ paying passengers, and then ‘give the seats away’ to frequent flyers if they were still available at the very last moment before departure.
How shortsighted! How does the airline think the passenger accumulated all those points in the first place? By flying as a ‘real’ paying passenger, of course!
Contrast this approach with the more enlightened view of Starwood Hotels and Resorts. Redeeming an award with Starwood is fast and easy, and the service you get in the hotel is especially warm and attentive. The Asia-Pacific Manager of Customer Care explained it to me this way: ‘If someone has enjoyed an award before, they will strive to earn more points.’
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you agai
What's the first thing you look for when buying a product or service online? Ok, after the price? ;-)That's right - testimonials! Rave reviews from other people who have used the product or service that you're considering investing in can make a huge difference in whether or not you take out your credit card, right?When potential clients or customers visit your website, they want to see the same thing. It makes them feel that much more comfortable that they're making a good choice in handing over their money
My student did not stay for any further scoops in his ‘all-you-can-eat’ celebration...and has not returned to that store for ice cream again.
He noted, ‘I felt humiliated by the staff, as though enjoying my all-you-can-eat prize was in some way cheating the store. Hadn’t I earned my coupon? Didn’t I deserve to enjoy the prize?’
One popular airline encourages frequent flying with ‘double miles’ promotions and special ‘tier bonuses’ for very frequent flyers. One of our subscribers tried to use her points to book a free award ticket in First Class, but the airline refused to confirm her reservation. The airline’s approach was to sell the seats first to ‘real’ paying passengers, and then ‘give the seats away’ to frequent flyers if they were still available at the very last moment before departure.
How shortsighted! How does the airline think the passenger accumulated all those points in the first place? By flying as a ‘real’ paying passenger, of course!
Contrast this approach with the more enlightened view of Starwood Hotels and Resorts. Redeeming an award with Starwood is fast and easy, and the service you get in the hotel is especially warm and attentive. The Asia-Pacific Manager of Customer Care explained it to me this way: ‘If someone has enjoyed an award before, they will strive to earn more points.’
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you agai
Getting a translation done can be a serious business. Maybe not if you are only having a brief email translated, but definitely so if you are dealing with business documents, reports of anything that will be printed. Many people however approach translation too lightly believing it is an easy, quick and straightforward process. This is far from the truth.Translation is a complex affair and needs to be approached sensibly in order to avoid poor results. Before starting a project that involves translation, consider th
How shortsighted! How does the airline think the passenger accumulated all those points in the first place? By flying as a ‘real’ paying passenger, of course!
Contrast this approach with the more enlightened view of Starwood Hotels and Resorts. Redeeming an award with Starwood is fast and easy, and the service you get in the hotel is especially warm and attentive. The Asia-Pacific Manager of Customer Care explained it to me this way: ‘If someone has enjoyed an award before, they will strive to earn more points.’
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you agai
At an elegant resort in Mauritius, the dessert menu was rather sparse. One customer asked the waiter for ‘The Special Dessert of Today’.The waiter returned from the kitchen and reported flatly, ‘We only have the cheesecake of tomorrow.’Nonplussed, the customer asked for further explanation.‘The Special of Today is sold out,’ the waiter explained, ‘We only have the cheesecake of tomorrow.’‘Well, can I have a piece of the cheesecake of tomorrow?’ asked the guest.‘I suppose so,’ replied the
Listen carefully to the language:
1. Enjoyed an award means Starwood makes a special effort to ensure the customer is pleased with his or her entire redemption experience: booking the award and enjoying the award.
2. They will strive to earn more points means customers will go out of their way to accumulate Starwood points by staying in Starwood properties, dining in Starwood restaurants, bringing more visits, more revenues and more profits to Starwood.
Key Learning Point
Anyone who redeems a frequent buyer award has already proven their loyalty to your organization. The experience of ‘winning’ should make customers eager to come back and win with you again. Remember, what they get from you is not ‘free’ – they earned it.
Action Steps
Review the procedures for your ‘frequent customer program’. Make sure these temporarily ‘non-revenue’ customers are treated with the high level of special member, ice cream is everywhere and airplane seats are abundant. Giving personal recognition and appreciation through your ‘frequent customer program’ will ensure that your best customers keep coming back.
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.addyou.info/article/14865/addyou-Are-Your-Frequent-Customers-Freeloaders-Scoundrels-or-Cheats.html">Are Your Frequent Customers Freeloaders, Scoundrels or Cheats</a>
BB link (for phorums):
[url=http://www.addyou.info/article/14865/addyou-Are-Your-Frequent-Customers-Freeloaders-Scoundrels-or-Cheats.html]Are Your Frequent Customers Freeloaders, Scoundrels or Cheats[/url]
Related Articles:
Electronic Contract Manufacturing
How Do You Accept Credit Card: Let Me Count The Ways
Bookmark it:
|