Premium Essay

Learn Amazing Ways of Keeping Your Customers

In: Business and Management

Submitted By felizo
Words 3725
Pages 15
Ford raps the competition with a surprising customer experience

by Kevin Stirtz on September 2, 2009
A powerful way to increase customer loyalty is to give your customers a positive and memorable experience. Some days it’s easy. Just be nice, attentive, listen well and be helpful. But other times you might break out of your comfort zone and give your customers something they’ve never seen before.
This Ford dealer clearly went beyond the usual and expected when they decided to treat their customers to the “A-B-C’s of the Ford Focus”.
It’s not something every business would do. And it might even annoy some customers. But you have to give them credit for trying.
What could you and your team do to offer a better, more memorable experience? I’m not suggesting you sing to your customers but there are ways to make their experience better.
If you’re unsure, observe what other companies do – both in and out of your industry. And ask your customers what they think would create a better experience. Then have regular creativity and brainstorming sessions to develop fresh new ideas. Make this a regular thing so you’re constantly evaluating the experience you deliver your customers.
Then watch your customer loyalty go through the roof!

Ross Shafer shares the ultimate customer experience story

by Kevin Stirtz on June 17, 2012 · 2 comments
In this video, Ross Shafer talks about an amazing customer experience he had at a well known hotel brand. The story is both funny and inspiring.
But there’s something in the story that stands out and, in my opinion, tarnished the brand’s image. In the video it’s just a funny aside but in the real world it can make a big difference to companies and customers.
About midway through the video, Ross is sharing with us how he talked to several people at the hotel about this wonderful employee. And each time he gave his glowing…...

Similar Documents

Free Essay

A Great New Way to Learn Spoken English’s Talk a Lot Spoken English Course by Matt Purland A Great New Way to Learn Spoken English Elementary Book 1 Complete 12-week spoken English course All materials, instructions and answers are included Brand new and unique learning method Learn and recall questions, answers and negatives using 8 common verb forms • Learn 400+ essential vocabulary words • 100% photocopiable • • • •’s Talk a Lot Spoken English Course Elementary Book 1 This book is dedicated to Anna and Julia, with love and thanks xx and also: ………………………………………………………………. (Insert the name of the teacher who has most inspired you to learn.) English ISBN-13: 978-0955701511 English Copying Licence: You may freely print, copy and distribute this book, subject to our Copying Licence (visit our website at for full details) First published in the UK by English 2008 © Copyright Matt Purland 2008 Talk a Lot Introduction Welcome to a new kind of English course! Talk a Lot is a great new way to learn spoken English, and quite a departure from the standard ELT course book. Instead of spending hours reading and writing, students have the opportunity to engage in challenging and fun speaking and listening activities with their friends. On this course students learn how to think in English as well as Talk a Lot! The Talk a Lot course objectives are very simple: • • • •...

Words: 46376 - Pages: 186

Premium Essay

Helping Your Child Learn Science

...Helping Your Child Learn Science U.S. Department of Education Margaret Spellings Secretary First published in September 1992. Revised in 2004 and 2005. This booklet is in the public domain. Authorization to reproduce it in whole or in part for educational purposes is granted. While permission to reprint this publication is not necessary, the citation should be: U.S. Department of Education, Office of Communications and Outreach, Helping Your Child Learn Science, Washington, D.C., 2005. To order copies of this publication in English or Spanish, write to: ED Pubs Education Publications Center U.S. Department of Education P.O. Box 1398 Jessup, MD 20794-1398; or fax your request to: (301) 470-1244; or e-mail your request to: or call in your request toll-free: 1-877-433-7827 (1-877-4-ED-PUBS). If 877 is not yet available in your area, call 1-800-872-5327 (1-800-USA-LEARN). Those who use a telecommunications device for the deaf (TDD) or a teletypewriter (TTY), should call 1-800-437-0833. or order online at: This publication is also available on the Department’s Web site at: On request, this publication is available in alternate formats, such as Braille, large print, audiotape, or computer diskette. For more information, please contact the Department’s Alternate Format Center at (202) 260-9895 or (202) 205-0818. Children’s books and magazines are mentioned in this......

Words: 15638 - Pages: 63

Free Essay

Who Are Your Customers?

...WHO ARE YOUR CUSTOMERS? Project Name: Movie Project Customer: Project Ref. No. Contact Prepared by: Contact’s Phone Preparer’s Initials Date Prepared: Film Project – The development, production and promotion of a feature film Internal Investors Movie Studio Executives ATL (Above The Line crew) "The list of individuals who guide and influence the creative direction, process and voice of a given narrative in a film and their related expenditures" Intermediate Post Productions Houses Marketing companies External Movie Theaters Domestic Film Distributors World Wide Distributors (Foreign Market-buys the license terms for each country's different territories), End Users Audiences Theater crowds Public Relation Firms Universities Producers, Directors Product Placement firms Actors, Writers, Casting Directors BTL (Below The Line crew) Line Producers/UPM (unit production managers), etc. Everybody else Test Audiences Airlines Media Streaming/Video On Demand audiences: web, mobile devices, tablets, glasses and next generation technology: Watches BTL: Cinematographer BTL: Composer • • • • • • • INTERNAL (Continued:) BTL (Below The Line crew) Line Producers/UPM (unit production managers), etc. Everybody else Assistant Director • Graphic Artist Art Director • Hair Stylist Line Producer • Key Grip Location manager • Make-up Artist Best Boy Electric • Production Assistant Best Boy Grip • Script Supervisor (continuity) Boom Operator •......

Words: 293 - Pages: 2

Premium Essay

Different Ways Elementary Children Learn

...Different Ways Elementary Children Learn.docx Different Ways Elementary Children Learn Elementary school students obtain information in many different ways. There is not a right or a wrong way to learn, just different methods that work in a unique way for each person. The basic strategy to better learning is to assess each method and consider which style will work for each student and help them improve their own individual study habits. During the elementary school years a child’s critical thinking becomes more complex and advanced. They begin to absorb logical reasoning, and they are able to concentrate on more than one part of a concept or a situation at the same time. Teachers can help students become mindful of their own learning style by presenting different lessons using processes that can reach any kind of learner. There are many different learning styles but some of the most common learning styles can be categorized into three groups: visual, auditory, and kinesthetic. Visual learners need to have a clear, definable picture in their mind to understand the material. They process new information by seeing either by reading, looking at graphics, or watching a demonstration. While visual learners can usually grasp information shown in a chart or a graph, they sometimes grow impatient while listening to an explanation (Graham, 2008). Auditory style of learning is the ability to learn......

Words: 456 - Pages: 2

Premium Essay

Keep Your Customers

...To Keep Your Customers, 108 Harvard Business Review May 2012 IllustratIon: andré da loba They don’t want a “relationship” with you. Just help them make good choices. by Patrick Spenner and Karen Freeman May 2012 harvard business review 109 Keep It Simple To Keep Your CuSToMerS, Keep iT SiMple arketers see today’s consumers as web-savvy, mobileenabled data sifters who pounce on whichever brand or store offers the best deal. Brand loyalty, the thinking goes, is vanishing. In response, companies have ramped up their messaging, expecting that the more interaction and information they provide, the better the chances of holding on to these increasingly distracted and disloyal customers. But for many consumers, the rising volume of marketing messages isn’t empowering—it’s overwhelming. Rather than pulling customers into the fold, marketers are pushing them away with relentless and ill-conceived efforts to engage. That’s a key finding of Corporate Executive Board’s multiple surveys of more than 7,000 consumers and interviews with hundreds of marketing executives and other experts around the world (for more detail, see the sidebar “About the Research”). Our study bored in on what makes consumers “sticky”—that is, likely to follow through on an intended purchase, buy the product repeatedly, and recommend it to others. We looked at the impact on stickiness of more than 40 variables, including price, customers’ perceptions of a brand, and how often......

Words: 3865 - Pages: 16

Free Essay

Do Not Stereotype Your Customers

... Stereotype is defined as having a fixed mind-set about an individual based on their background. This attitude is seen as a weaken character that discriminates, bias and prejudice. Whenever we make conclusions about someone without knowing them, it means we are stereotyping them. There are several key factors in stereotyping which includes nationality, origin, race, religion and gender. How does stereotype evolved and why it is tough to nip the source? Culture imposition is one of the main reasons for the existence of stereotype. Culture imposition encircles the belief of “We know what’s best for you, if you don’t like it you can go elsewhere”. For few races, they self-imposed themselves superior compared to minorities and thus feels their thoughts, ideas and views has stronger authority and command. Besides than that, ethnocentrism concept emphasizes their culture is superior and inability to accept another culture view. It has evolved in this world long time back and most of it referred to started long way back from the time of colonial and imperial power. Clearly it channeled the process of using assumptions to evaluate other culture’s action and messages, thereby concluding their ulterior purposes and motives. Culture blindness contributes to the final straw of stereotype with simply ignoring difference and individuals proceeds as though no differences exist with the perception of not......

Words: 865 - Pages: 4

Premium Essay

Ways to Learn

...reinforcement: SR-) (b) Primary (i.e., innately satisfying consequences such love, food, removing electrical shocks) and secondary (i.e., learned consequences such as money, light in a Skinner box, money, praise) reinforcers. (c) Shaping: Operant procedure in which reinforces responses close to a desired response. (d) Learning curves are most sharp from a ( d. Most steady from d ( a Learning can occur without reinforcement: Latent learning (i.e., paired rats in a maze(cognitive map), Vicarious learning (i.e., observational learning) (e) Punishment: Decrease the likelihood of a response. Drawbacks of punishment: -Simple suppression (may reappear when punishment is avoidable or no longer present), -May increase aggressiveness (learn from punishers), -May increase fear and generalized avoidance behavior, -Do not show/guide positive behaviors (No, but try this is better). Reinforcement Schedule: (a) Fixed Ratio: Reinforce a response only after a specified number of responses (i.e., pay on a piecework, frequent fliers program) (b) Variable ratio: Reinforce a response after unpredictable number of responses (i.e., fishing, gambling, door to door salesperson) (c) Fixed interval: Reinforce a response only after a specified time has elapsed (weekly paycheck, checking cookies in the oven). (d) Variable Interval: Reinforce a response at unpredictable intervals (i.e., unpredictable pop quiz)....

Words: 491 - Pages: 2

Premium Essay

Is Keeping Your 401k(K) Costing You Your Retirement

...What is your version of the American Dream? If you’re like millions of other Americans, you’re probably living for the day your 401(k) has stored enough equity for you to enjoy a life of financial freedom. But what if everything you've been led to believe about your 401(k) retirement plan is not only untrue, but just the opposite of what you have been told? Wouldn’t you want to know immediately while there was still time to capture the American Dream? Those nearing retirement are extremely concerned, and rightly so, that a collapse of the stock market could spell possible disaster for their 401(k) and other retirement investments. The credit crunch and housing meltdown of 2007-08 are stark reminders of the debacle of 200002 that halved market values, forcing retirement for many to be postponed or scaled down in quality. Many lost their retirement, jobs, homes and lifetime savings. The information contained in this publication may well be the most important information that you have read and could affect the quality of your planned retirement for years and/or the rest of your life. In addition to learning important retirement information, you will learn the 7 S.E.C.R.E.T.S. of the Super Wealthy, how to remove your money tax-free from your company’s 401(k) plan and place it under your own control without stopping work or dropping out of your employer’s plan, and how to keep more in your estate while passing more to your family members or other designated heirs by......

Words: 4466 - Pages: 18

Premium Essay

Stop Trying to Delight Your Customers

...Stop trying to delight your customers was a very interesting article I enjoyed reading it and I especially liked the beginning of the article when the authors say “To really win their loyalty forget the bells and whistles and just solve their problem.” This statement is totally true because companies must delight their customers by exceeding their service expectations. Helping customers find the solution to a problem through the use of problem solving model strengthens the customer provider relationships. Just as each customer is unique, problems are unique and should be approached in a manner that allows you to gather information and take the appropriate course of action to solve it. An important aspect to me that companies really need to focus on is the front line. “Frontline employees are crucial for good customer interactions". The frontline is the first contact to the customers and the first contact is critical to problem solving because is all the customer wants first. Once the quick solution is implemented, root cause analysis, new or unconscious customer needs analysis, confirm the solution implemented or improve it in a short delay. Keep your customer and the front line posted on what's going on but do not harass them either. The feeling of being delighted is not linear; it evolves between situation and business as usual. The job of a service provider is to return to the customer to a satisfied state. Not listening, poor communication, and lack of respect are......

Words: 455 - Pages: 2

Premium Essay

Five Key Ways to Get to Know Your Customer

...Five Ways to Know Your Customer Better than Your Competitor Does Professor Julie Hennessy What’s the challenge of Marketing Strategy? It’s not really, at its core, about advertising, though successful communications require a good marketing strategy. Likewise, Marketing Strategy isn’t just about how to price, what features to build into your product, or how to get it to the consumer, though these are important too. Marketing Strategy is about identifying a positioning, a clear plan for creating value for a specific and well-defined customer group. It’s about delineating a way that you will create more value for the customer you’ve chosen to serve than your competition does, because that’s how you win. Finally and importantly, it’s about creating that value for the customer in a way that creates superior value for the firm. Points of execution— communications pieces, revenue capture mechanisms, distribution partner’s incentive structures, product and service design specifications—are all both interesting and important to successful execution of a well-founded strategy. But the best execution in the world rarely helps a firm win a battle where it has no strategic advantage. If Marketing Strategy is about locating that intersection between what customers want and where an individual firm can create value better than competition, then superior understanding of customers is crucial. Having a better sense for what would create customer value than your competitor......

Words: 2438 - Pages: 10

Premium Essay

Should You Listen to Your Customer

...thoroughness with which Terranola has dominated the business sector it invented. By now the birth of the company’s flagship product, the Express bar-making machine, is legendary. Henry Guillart had been running an organic food distributor when he came across a sandal-wearing inventor in a Whole Foods store demonstrating something called the Power Bar Press. It was ugly, clumsy, and expensive, but Henry immediately saw its potential and bought the idea. He put a team of December 2013 Harvard Business Review 133 EXPERIENCE engineers to work solving the product’s mechanical, food safety, pricing, and design flaws. When the Express finally emerged, it was a peach: simple, speedy, and elegant. Henry positioned it for a number of customer segments at once: gadget lovers, foodies, hikers, moms packing their kids’ lunches, and people with dietary restrictions, such as nut allergies. The business model centers on the old razor blade strategy: Sell the machine at just above cost and make high margins on the system’s consumable element—in this the market, but none were as popular as the Express. Michelle Obama bought one for the White House, and the president gave one to David Cameron as a Christmas gift. Terranola’s market cap skyrocketed to $8.1 billion, and even then many analysts remained bullish, saying that household penetration of Express machines could increase threefold in the United States and Canada alone. Yet the company also......

Words: 2188 - Pages: 9

Premium Essay

Influence Customer Satisfaction and Buying Behavior in Respect to the Way You Design Your Stores.

...Name: College: Course: Tutor: Date: How to positively influence customer satisfaction and buying behavior in respect to the way you design your stores. One of the widest and deepest industries in the world is electronics and home appliances industry with close to 85% consumer base according to Consumer Digest. This call for most marketers developed proper strategies upon which they can exploit fully and enjoy profitability which comes along with it. In the case of our store, the primary products include energy efficient air conditioners, televisions, refrigerators, washers and another home, laundry and kitchen appliances. As we all know, home appliance and electronics are the most common in almost all convenient store and retail shop worldwide. 24 hours and self-serving store In the current society, people want intelligent life; they need everything done very quickly. The intelligent life is not limited to non-consumable goods but also to the food industry, therefore with an already existing convenient store in the US market, this mean that there is a need to a electronics and home appliances store that work 24 hrs and also self-serving. The store will exploit this opportunity to develop a retail outlet with an automated payment system that operates 24 hrs. The system will help serve the consumer need for fast pace product as well as serving them round the clock. Variety Products Consumer buying behavior is how people, group...

Words: 673 - Pages: 3

Premium Essay

Article Analysis-Keeping Customers in a Crummy Economy

...tend to reduce their spending habits. People often search for significant ways to stretch their dollars. This includes reducing their entertainment expenses, purchasing fewer groceries, taking shorter vacations, and overall, keeping a closer eye on their expenditures. How do these frugal buying habits affect businesses? If a business does not have an efficient marketing strategy, its business is likely to decline as consumer spending dwindles. To combat this consumer behavior, companies need to have a strategy in place so that even during a poor economy the business can still profit. This paper will analyze an article that discusses the clever marketing strategies organizations take to attempt to remain profitable during a recession, in the article, Keeping Customers in a Crummy Economy. Marketing is a very important task for companies because it influences customers’ perceptions of the company. When developing a marketing strategy, an organization should not only be thinking of the now, but also looking towards the future. This means marketing should be done with an effort to retain customers, not just attract them. While the article Keeping Customers in a Crummy Economy was a bit outdated, the information it contained was timely, discussing valuable marketing strategies that can be beneficial to companies today. The article begins by pointing out some of the habits companies ensue to retain customers. Businesses are getting creative by offering deals such as “two......

Words: 729 - Pages: 3

Free Essay

The Way Children Learn

...The Way Children Learn The upbringing of a child is a complicated process and as the parent you need to find the right methods of dealing with a child in order to develop a good personality, and not to harm the growing person. However, many people argue the many methods out there of teaching and upbringing. Which method is more effective and should be used in your practice? For most people, they feel that a child learns best by copying the behavior of adults. Children start to learn the day of their birth and their teachers are their parents. Parents show their children how to behave, listen, eat, play, talk, and walk and so on. The parent shapes the child’s behavior, thinking and opinions. As the child, they look to their parents and observe them doing things like helping them cook, clean, etc. This helps them to learn. Actions like this are argued to be the best ways for the child to learn. Nevertheless, a child observing their parents also has some disadvantages. Children are like sponges, soaking up everything. They not only mimic the good behavior, but they also pick up the bad. Looking at it from this perspective makes this method harmful and possibly damaging. The children can copy bad habits such as smoking, drinking alcohol, or become argumentative by watching conflicts between two parents. Seeing these behaviors can cause the child to repeat the process when they become adults. Many parents try to keep their children out of conflicts, but the child is......

Words: 522 - Pages: 3

Premium Essay

Engaging Your Customers

...Chapter 2: Use Behaviors that Engage Your Customer Question 8: What are some patterns of behavior that project a company’s culture? List several examples from organizations that you’ve worked in. Answer: Organizational culture refers to a system of shared norms, beliefs, and values that bind people together. This system is manifested by customs and habits that exemplify the values of an organization. Culture performs several important functions in organizations. It first provides a sense of identity for its members. But more importantly, it clarifies and reinforces standards of behavior. According to our textbook behavior is defined as both verbal and nonverbal. In nonverbal communication, even without words, our personality still comes through loud and clear. Customers can easily pick up on and understand this type of communication. A few examples include an encounter with a sales clerk who has a sour face or being ignored by a sales clerk. These cues leave poor impressions on customers about the business itself. In my working career, I‘ve had the displeasure of having to drudge through some tumultuous work environments. Here are some examples of the dysfunctional work environments I’ve encountered: • Workplace Cliques- Everyone wants to be a part of something and feel a sense of belonging. However, this group is a bad idea if it fosters negativity and exclusiveness; it defies the concept of teamwork. • Nothing gets done without the boss’s......

Words: 760 - Pages: 4