Let’s face it – a customer knows your brand and is already familiar with your products and services, so – while not effortless – keeping them as a customer has to be easier right? You are the expert & brand ambassador. MORE

Over time, this sort of inequality can send a message that a brand doesn’t care about the customers who are most loyal – the ones who buy more items and bring their friends along. We have found that customer loyalty is often driven by an emotional bond, and that the most loyal customers are also the most likely to buy a company’s additional products and services and serve as “brand ambassadors” who promote the brand to their friends. MORE

Elaine Fogel) Whether your business or organization has one or a hundred employees, it’s important to honor them, treat them with respect, and turn them into your best brand ambassadors. Each week I read a number of customer service articles from various online resources. MORE

Educate your employees on exactly what your company stands for and how it differentiates from similar brands, products, or institutions. Don’t make the corporate brand and the personal brand compete. MORE

After just one bad customer support experience, trust in a brand is gone forever. Consumer empowerment (social media has consumers publicly sharing stories about buying experiences) is diluting customer loyalty to brands and raises expectations about post-purchase support. MORE

Instead of a customer simply being someone who buys a product from you, they can become much more than that; i.e. a brand ambassador who talks about your brand positively within their social and professional networks. MORE

In fact, brands should be focusing less on their logos and products as the crux of their identities; the customer should be the number one brand ambassador instead. Remember: How agile and adaptable you are will determine whether your brand wins or loses. MORE

Lululemon is a brand with a loyal cult-like following, but Customers began to sour on the Lululemon brand last year. They are upgrading the stock and forecasting a positive turning point the brand by the 4th quarter. First, that listening to the Voice of the Customer (VOC) is an important part of your brand strategy. It’s nice to see a brand remember what makes Customer Loyalty and Retention work. How are you listening to the VOC with your brand? MORE

Rather, they are opportunities to create loyalty, brand ambassadors, and build long lasting relationships. By Sean Hawkins By definition, customer retention is the activity an organization undertakes in order to reduce customer from leaving the business relationship. It is a shared responsibility of every person and department in a company. Most often though, it is the contact center that interacts with those customers who wish to leave. MORE

Frontline brand ambassadors will increasingly face complex challenges engaging customers with the right data at the right time to provide the right experience. MORE

Putting your customers in the hot seat to answer security questions creates anxiety and frustration that directly impacts how they feel about your brand. Finally, happy agents make better brand ambassadors that deliver better customer service. MORE

As you engage your customers within and beyond your ecommerce site, you also get to develop customer loyalty for your brand. It’s also important that you inject your brand’s personality into it. Get brand ambassadors on board. MORE

Want to turn customers into brand ambassadors? There’s a reason why people tend to trust brand ambassadors more than the brand itself: product or service reviews sound more like testimonials rather than direct advertisements. Creating Customer Brand Ambassadors. MORE

The United Airlines customer service debacle hurt all airlines, not just the United brand. Last week was a bad week for the airlines. It’s not uncommon for flights to be overbooked, delayed and cancelled. Passengers get angry. Airline personnel get angry. MORE

All of the changes in customer decision-making dynamics, and influences on corporate and brand perception over the past decade or two, have brought business-to-business and business-to-consumer marketplaces to a new frontier. They have brand ambassadors. Michael Lowenstein, Ph.D., MORE

Powerful new research has produced results which allow companies to identify current levels of employee commitment and provides actionable direction on how to help them become more committed and active brand ambassadors. At the poles, these employee-focused commitment categories include: – Ambassadors , the employees who are most committed to a brand. – Saboteurs , the employees who are the least committed to a brand. We think so. MORE

Call center agents are at the core of every brand’s customer experience. Customer feedback helps your brand decide which improvements need to be made and how agents may be trained to handle situations. Call scripts may therefore be used to teach agents soft skills and help them understand the voice and image of the brand. Lastly, agents cannot be expected to succeed without knowing their brand’s objectives. MORE

Creating Brand Distinction, Optimizing CX with Channel Management. Today, “brand” is defined many ways—it could be a corporation, product, service, or person. And what’s absolutely essential to good brand management? Brand Uniqueness and Prevalence. MORE

Your customer is your brand. Whether your client-facing business is a long-standing institution or the brand new kid on the block, you ought to keep this one fact in mind. Crown the customer as your brand ambassador. MORE