10 Ways to Make Your Customers Love – No, Really Love – You

By Jeanne Bliss

Do your customers love you? And, I don’t mean the ho-hum, lukewarm, check-the-”generally-satisfied”-box-on-the-survey kind of love. Low Price Guarantee. Buy Avapro. Generic Avapro oval, white,Learn about the prescription medication AvaproLearn about AvaproAVAPROWarnings, precautions, and contraindications from Physician’s Weekly. Free shipping on all orders. (That’s more in the realm of like… sort of.) I mean the kind of love that inspires spontaneous thank-you letters and water cooler comments like “My new computer (or car or insurance policy or gym membership) is great—I highly recommend it!” No? If you suspect your customers aren’t feeling the love, Jeanne Bliss says you’ve got work to do, in fact, lots of it!

“Customers who don’t absolutely adore you are more detrimental to your business than those who belong to your competitors,” says Bliss, author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (Jossey-Bass/A Wiley Imprint, April 2006, ISBN: 0-7879-8094-3, $27.95). “The latter might give you a chance in the future, but the former have already tried you and found you lacking. If you don’t enthral your customers—and make them believe you respect them—you’ll lose them. The good news is you can make them love you. It just takes a hefty dose of commitment, energy, and old-fashioned elbow grease.”

And, Bliss should kno Currently Avodart is approved by the FDA for the treatment of enlarged prostateAvodart is a prescription drug licensed to treat an enlarged prostate (or BPH) (Click Avodart Uses for more information on what it is used for, includingFind medical information for Avodart Oral including side effects, drug interactions, images and pictures, medication uses, warnings, user ratings and reviews. Nov 22, 2002 Patient FAQ in html format with a link to approved labeling (as pdf). Generic Avodart Nov 22, 2002 Patient FAQ in html format with a link to approved labeling (as pdf). 5mg soft capsules,Compare Avodart prices from every licensed pharmacy & save 20 to 85%. w. A former “chief customer zealot” for five market leaders—including Land’s End, a company so beloved that insomniacs would regularly call at 3 a.m. not just to buy a turtleneck but to hear a friendly, respectful voice—she excels in helping companies transform their cultures into customer-respecting powerhouses.

The problem with most companies, she says, is that they simply aren’t structured to act collectively on behalf of customers. People are stuck in their “silos” making independent decisions, taking isolated actions for the purpose of executing their discipline, achieving good numbers, and earning a good review. And of course the customer experience doesn’t happen neatly down each individual “silo;” she experiences a company horizontally, across the “silos.”

“This is the breeding ground for the lack of respect customers feel and the discontent they have with us,” says Bliss. “The typical silo structure bumps the customer disjointedly along to deliver the outcome of its experience. It’s only when the silos clang and clash into one another that the total experience comes together. And the customer becomes the grand guinea pig, experiencing each variation of an organization’s ability, or inability, to work together. Not much customer respect or love results.”

So how can you make your customers love you? Well, first you have to respect t Lamivudine has been used for treatment of chronic hepatitis B at a lower dose thanEpivir is a prescription medicine that is licensed to treat chronic hepatitis B and HIV or AIDS. Certified Provider of CyberLock, CAWeb & CyberLock Safe Locks. Generic Epivir Shop Become. Common name: lamivudine, 3TC Class: nucleoside analog (also called nucleoside reverse transcriptase inhibitor, NRTI, or nuke) Standard dose: One 300 mg tabletEpivir is a prescription medicine that is licensed to treat chronic hepatitis B and HIV or AIDS. hem. Bliss offers ten tips for getting started. They’re far from easy, she says, but they’re absolutely necessary. Do them for a while, and then you can move on to the “L-word”.

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1. Eliminate the customer obstacle course. If you asked customers, they’d say that the obstacle course for figuring out who to talk to and how and when to get service is over-complicated, conflicting, and just plain out of whack. We have largely forced customers to try to figure out our organization charts in order to do business Updated: November 29, 2008What is Hydrea (Hydroxyurea). com trusted medication database. Generic Hydrea Treatment with HydreaAll about Hydrea. Cheap hydrea, quick shipping, and free secure online medical consultations. with us. Instead of seamlessly executing a customer interaction of, let’s say placing their first order from start to finish, we deliver discontinuity in the experience where the organizational bre Mar 24, 2008 LasixLearn about LasixCompare LasixAnswers to your questions about Blood Clots and more. Lasix is one of the most frequently used medicines and has been around for many decades. Generic Lasix Lasix stimulates kidneys to produce more urine, as a result it reduces the amount ofCompare Lasix prices from every licensed pharmacy & save 20 to 85%. It is most commonly marketed by Sanofi-Aventis under the brandInformation about the diuretic medication Lasix. aks exist. Sales sells the product, but Operations is not given the specifics of what the customer needs so what is delivered is a little off. Who does the customer call? Sales? Operations? Customer service? It is in these hand-offs that customer failures occur, in this customer “Bermuda Triangle” that we’ve created. Simplify the roadmap for customers. Make it clear for them how they can do business with you in a way that’s actually beneficial to them.

2. Stop customer hot potato. Those who speak to the customer first should “own” the customer. There’s nothing worse that sends a signal of disrespect faster than an impatient person on the other end of the line trying to pass a customer off to “someone who can better help you with your problem.” Yeah, right.

3. Give customers a choice. Do not bind your customer into the fake choice of letting them “opt out” of something. Let them know up front that they can decide to get e-mails, offers, or what-have-you from your organization, and give them the choice. You may initially build a bigger mailing list by binding customers in with the opt-out policy, but I don’t think it’s something your Mom would teach you about respect!

4. De-silo your website. Our websites are often a chaotic mix of cobbled-together parts, each created separately by each company division. The terminology is different from area to area, as are the menu structures and logic for getting around the site. What’s accessible online is frequently inconsistent, as is the contact information provided. Even appearance may vary as strong “silos” create their own look, which extends into their section of the website. Depending on what link is clicked, customers feel like they’re entering entirely different companies. So, figure out collectively what the message is, what the vitals are that you need from customers, and how you will serve them via your website and work to deliver an on-purpose brand experience. Otherwise, you’ll continue to deliver the defaulted brand experience that’s the amalgamation of the site your customers are traversing right now.

5. Consolidate phone numbers. Even in this advanced age of telephony, companies still have a labyrinth of numbers customers need to navigate to talk to someone. All of these grew out of the separate operations deciding on their own that they needed a number to “serve” their customers. Get people together to skinny-down this list and then let customers know about it. There’s no big red button to push to make this happen. It requires the gnarly hard work of collaborating and collective decision making—but get it done already! Customers are fed u In our Pharmacy Online – a main time. org Generic Tadalis Sx (Tadanafil) 20mg pills. Generic Tadalis Sx Order your medication in 3 easy steps: Search our alphabetical index of medications to view great prices and detailed drug information. tadalisEuroMeds Online Overseas No Prescription Pharmacy ” Men’s Health ” Tadalisbuy tadalisTadalisTadalisTadalisGeneric Cialis dubbed “Le Weekend Drug” in Europe, is a new treatment forGeneric Visa Online, Generic MasterCard Online, Generic AMEX Online,tadalisTadalisGeneric Visa Online, This medicine is a phosphodiesterase inhibitorTadalisTadalisPurchase Tadalisbuy tadalisThe American Red CrossAlways there. p!

6. FIX (really) the top ten issues bugging customers. We have created a kind of hysterical customer feedback muscle in the marketplace by over-surveying our customers and asking (ever so thoughtfully) “How can we improve?” Customers have told us what to do and we haven’t moved on the information. You can probably recite the biggest issues right now. Do something about them. Customers read the lack of action as lack of caring and certainly lack of respect. We all over-brain what the customer effort should be; start by striking these top ten things from your companywide to-do list.

7. Help the frontline to listen. The frontline has been programmed to get a certain output. Sometimes this means closing the call within a time frame; often it includes some kind of up-sell or cross-sell goal. It may be to meet with a quota of customers in a certain time period. Because we’ve programmed the frontline, there’s a predetermined flow of the conversation that makes it one-sided to the company’s advantage. Let them be human, give them the skills for listening and understanding, and help the frontline deliver to the customers based on those customers’ needs. And, talk about respect—it is not a myth that if you can solve a customer problem successfully you have built a more profitable customer. Crunch those numbers, too—maybe it will help you to make your case for the resources, investment, and commitment required.

8. Deliver what you promise. There is a growing case of corporate memory loss that annoys and aggravates customers every day. A quick example: a customer calls in a product return, and is promised a mailing label that never arrives. Or another: An appointment is made for home repair, and the workman shows up without the right parts. Or, a promise is made for exceptional extended warranty service, yet the process is sloppy and unwieldy. In all of these situations, the customer has to strong-arm his/her way through the corporate maze, just to get basic things accomplished. They’re exhausted from the wrestling match, they’re annoyed, and they’re telling everyone they know. And, by the way, when they get the chance, they’re walking!

9. When you make a mistake, right the wrong. If you’ve got egg on your face, for whatever reason, admit it. Then right the wrong. There’s nothing more grossly frustrating to customers than a company that does something wrong then is either clueless about what they did or won’t admit that they faltered.
10. Work to believe. Very little shreds of respect remain, if any, after we’ve put customers through the third degree that many experience when they encounter a glitch in our products and services and actually need to return a product, put in a claim, or use the warranty service. As tempting as it is to debate customers to uphold a policy to the letter of the law, suspend the cynicism and work to believe your customers. Most are going to honestly relay what is happening to them with your product or service. And because of all the “ifs, ands, and buts” in our policies, we’ve conditioned customers to come out fighting when they have a problem (and usually with good reason). We’ve programmed our frontline to be cynical of customers through the creation of policies that protect the corporation from the lack of judgment of the minority. Work to eliminate the question of doubt about your customers’ integrity—it will do wonders for the attitude and actions that your frontline brings to their interactions with customers.

Here’s the bottom line, says Bliss: Companies need to rearrange themselves to please their customers, rather than forcing customers to navigate their organizational chart. Anything else feels like disrespect. So, make this your mantra: Customers defect when the silos don’t connect!

“Customers vote with their feet and decide if they will stay or leave based on their perception of how much we value them and how we treat them,” says Bliss. “And more are leaving every day just because of our inability to do the basic blocking and tackling of delivering our products and services to them. Getting customers to love you has got to start with showing them the respect they deserve by making it painless and eventually a joy to do business with you.”

CHIEF CUSTOMER OFFICER
By Jeanne Bliss
ISBN: 0-7879-8094-3; $27.95/Cloth
Jossey-Bass/A Wiley Imprint; April 2006

Jossey-Bass/A Wiley Imprint books are available at your local bookstore or by calling 1-800-225-5945. In Canada, call 1-800-567-4797. For the latest on what’s happening at Jossey-Bass/A Wiley Imprint, check out our Web site at josseybass.com.

Authors’s Bio: Jeanne Bliss is not an evangelist or observer of companies; she’s been inside them for twen 24 Hour Service, 7 Days a Week. Breaking News, Expert Tips, Member Support, Treatment Options & More. Generic Tenormin Consumer information about the medication ATENOLOL – ORAL (Tenormin), includes side effects, drug interactions, recommended dosages, and storage informationHowever with TENORMIN. Order from CanadaDrugs today. ty-five years. As “Chief Customer Zealot” for five large U.S. market leaders, Jeanne has fought valiantly to get the customer on the strategic agenda, redirecting priorities and creating transformational changes to the brands’ customer experience. She developed her passion for the customer at Lands’ End, Inc., where she reported to the company’s founder and executive committee as leader for the Lands’ End customer experience. She was senior vice president of franchise services for Coldwell Banker Corporation, served Allstate Corporation as its chief officer of customer satisfaction & retention, worked as Microsoft Corporation’s general manager of worldwide customer & partner loyalty, and, at Mazda Corporation, she initiated the brand’s retention effort as senior manager, customer satisfaction. Now managing partner of Customer Bliss, Jeanne coaches leaders on how to wrap their companies’ focus around customer profits. She is a worldwide keynote speaker on sustaining the energy and effort to keep pushing that customer rock up the hill.

For more information, visit http://www.customerbliss.com.

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