Getting Your Customers to Complain is Invaluable

Getting Your Customers to Complain is Invaluable

Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business. --Zig Ziglar, U.S. author and speaker As much as you want your customers to be completely satisfied with your product or service, it’s rare for any business to ...

Tom Smith

Tom Smith

Is Every Business Strategy Built Around Retaining Customers?

This is an assumption suggested by Howard Lax and Robert Schumacher in a recent article entitled, "Insight Connection" in a recent edition of Marketing News. They state, "Every business strategy is built around retaining customers, and strong customer relationships hinge, in turn, on interactions andexperiences that meet and exceed customer expecta...

Tom Smith

Tom Smith

7 Ways to Leverage Your Best Customers to Accelerate Sales

Do you know who your best customers are? Not the ones who spend the most. Not the ones who visit you most often. The ones that tell others about your products and services. The ones that rave about you on Facebook. You have prospects, customers, satisfied customers and "raving fans" or advocates. Your raving fans are your most valuable customers. T...

Tom Smith

Tom Smith

The Difference Between a Loyal Customer and a Raving Fan

Thanks to food allergies I eat Mexican food very frequently. I'm a raving fan of Chipotle; however, my wife prefers a local full-service Mexican restaurant where we used to eat at least once a week for more than five years. I eat at Chipotle virtually every day, I own their stock, I blog about them, I introduce my friends to them, I have online con...

Tom Smith

Tom Smith

Are You Providing an Outstanding Customer Experience?

Over the course of my career, I've worked with more than 80 clients and companies in 18 different vertical industries. My goal in working with each was to identify their strategic positioning -- the long-term positive differentiation of their product service or brand. I also attempted to identify the vision, mission and values of the firm; however,...

Tom Smith

Tom Smith

Build Extreme Trust to Accelerate Sales

Don Peppers and Martha Rogers recently published a new book, Extreme Trust: Honesty as a Competitive Advantage. It's premise is consistent with Dr. Ralph James' book, The Integrity Chain, about which I've posted many times. Consumers are sharing so much information about products, services and companies online that they are beginning to demand hi...

Tom Smith

Tom Smith

5 Ways to Nurture Relationships with Raving Fans

Thanks to Vocus for the following along with my thoughts on the five suggestions they provide. Your raving fans are your most valuable customers. They are invaluable on social media when it comes to spreading positive word of mouth. Prospective customers trust 90% of what their friends and family say about a brand and 80% of what a stranger says a...

Tom Smith

Tom Smith

What Are Your Customers Telling Others About You?

Even today, c-level executives are avoiding social media because they're afraid someone will say something negative about them, their company or their brand. They will. And they will do so whether you're on social media or not. As such, you might as well participate and encourage your best customers, your "raving fans," to participate on your beha...

Tom Smith

Tom Smith

Connect With Customers To Accelerate Sales

The current edition of Response Magazine (#responsemag) celebrates the 30th anniversary of TELEBrands (#telebrands) and its founder A.J. Khubani, the creator of "As Seen on TV." Part of the discussion with Mr. Khubani is the future of direct response TV, the evolution of traditional media to online and how to keep the buisiness growing. The answer ...

Tom Smith

Tom Smith

7 Steps to Innovation

Thanks to Carmen Gallo, columnist for BusinessWeek.com publishing "Innovate the Steve Jobs Way: 7 Insanely Different Principles for Breakthrough Success" on SlideShare (http://slidesha.re/iLATab). Mr. Gallo wrote the book, The Innovation Secrets of Steve Jobs, in which he shares the seven principles that are largely responsible for his breakthrough...

Tom Smith

Tom Smith