Economic Perspectives with Hopeton Hay on KAZI 88.7 FM in Austin, TX

Building Customer Loyalty Focus of June 22 Economic Perspectives

Posted by Hopeton on June 19, 2009

Dazzling customer service is critical to business success, especially during a time when customers have higher expectations than ever about what they’ll get for their hard-earned dollars.   You can get the inside scoop from customer loyalty experts, Chip Bell and John Patterson, whom will be the guests on the June 22 edition of Economic Perspectives. TO LISTEN TO THIS INTERVIEW CLICK HERE: Chip Bell/John Patterson Interview.

Bell and Patterson have a combined 50 years of experience going into companies like Ritz-Carlton, McDonald’s, Universal Orlando, Harley-Davidson and USAA and reinventing how they handle and communicate with their customers.  They are the authors of TAKE THEIR BREATH AWAY: How Imaginative Service Creates Devoted Customers. Bell and   Patterson say that the key is offering imaginative service – creating one-of-a-kind experiences that turn “just satisfied” customers into fervent lifetime advocates – regardless of the climate or competition.

Some of the issues covered in the interview will include:

  • What struggling companies can do now to turn the tide on their shrinking customer base, including how to mobilize customers into a powerful sales force, turn mistakes into devotion-building opportunities, and rebuild trust with lost clients
  • How “value-unique” service can help companies grow their business and energize  employees even as tight budgets force them to cut staff and stop costly value-added services
  • The essential formula for creating a no-fail execution plan that has insight into client needs, the foresight to manage potential threats before they appear, and a laser spotlight for success
  • How social networks like Twitter and Facebook are changing the landscape of customer service, as companies like Southwest react directly to customer Tweets and posts.

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