I listened to a great pod-cast by DuctTapeMarketing about a month ago and have been planning on blogging about it ever since. It was an interview with Jill Giffen, the author of “15 ways to improve customer loyalty.”
My customers on WeightLossWars.com (which is a business that does weight loss competitions and weight loss programs to help with weight loss motivation - if you couldn’t tell these are some of our keywords) are very loyal users, however, I have been thinking of new ways to provide value to them - and therefore increase their loyalty to WeightLossWars. We are in the process of developing new features and tools to help our customers. You can check out the development site here.
Anyway, this pod-cast was very helpful and I have decided that the best way for me to learn the principles of the pod-cast is to implement them with my customers and then teach (blog) about them here. So, that is the plan - and I hope that I will come away with some insights on customer loyalty.
For a teaser…here are Jill Giffen’s 15 ways to improve customer loyalty.
1. Remind your customers how YOU add value
2. Get Congruent
3. Know your customers definition of value
4. Watch for signs of an unhappy customer
5. Beware of “No Loyalty” Customers
6. Beware of the “Thrill of the Chase”
7. Get advocates selling for you
8. Serve first, sell second
9. Practice the 80/20 rule
10. Learn how to comfort an angry customer
11. Learn from lost customers
12. Make it easy for customers to complain
13. Head off negative word-of-mouth
14. Say Thank you
15. Rev up your loyalty engine