Loyalty Leader® Blog

Sales and Service Are Not Separate Departments

Posted on February 16, 2012

The most important aspect of sales is getting the customer. The most important aspect of service is keeping the customer. Both impact the bottom line. Customer trust is essential to repeat business. But trust will erode if your...

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February 23 Webinar - Do's and Don'ts of Customer Communications

Posted on February 8, 2012

Due to heavy workloads, short staffing and multi-tasking, it's easy to become a poor communicator. You pretend you're listening, but in reality, you miss a lot of what is being said to you. ...

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The Customer Loyalty Alphabet

Posted on February 8, 2012

A few years ago, I presented a program on customer loyalty for more than 165 employees who work at community banks surrounding the Madison, Wisconsin area. Kim Kahl, training coordinator for State Bank of Cross Plains, wanted...

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Fax Me a Copy of Your Facial Expression

Posted on February 2, 2012

It's faceless, untouchable and remote, yet it's the first moment of truth that your customers have with your company. A telephone can be an excellent marketing tool, or it can damage your customer relationships in ways you'll...

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February 9 Webinar - You Are in Sales, No Matter What Your Title

Posted on January 30, 2012

If I ask you right now whether or not you are in sales, chances are you would say, 'No, I'm in accounts payable or customer service or marketing.' You might even say, 'I'm the CEO.' No matter what your job is, you are in sales....

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Today's Quote

Posted on January 19, 2012

'If you can give your son or daughter only one gift, let it be enthusiasm.' ~Bruce Barton ...

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Is Your Service Worth Bragging About?

Posted on January 18, 2012

We had finally embarked on a project that we'd been putting off for 13 years. We decided to have all of our hardwood floors sanded and refinished. The work had to be scheduled in two phases because the project involved three upstairs...

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Self-Assessment - Are You a Positive or Negative Listener?

Posted on January 11, 2012

An important aspect of communicating well is listening well. A positive listener makes the person who is speaking feel valued by demonstrating interest in a sincere way. ...

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January 26 Webinar - Tune Up Your Telephone Skills

Posted on January 11, 2012

First impressions are lasting impressions. That's why every telephone conversation counts. The impression you make on an internal or external customer is entirely dependent upon the way you sound. A single phone conversation can...

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9 Ways to Become a Better Listener

Posted on January 11, 2012

The challenges of a fast-paced world make many people poor listeners. Effective listening plays a critical role in business. The most successful people I know are people with solid listening skills. Improving your ability to listen...

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