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Maximise Your Christmas Business Opportunity

by Craig Cherry

Christmas trading and upcoming holidays are for many businesses one of the most important revenue times. How do you maximise this opportunity not just for the immediate opportunity but for the long-term. Below are some key facts from research of 1000’s of customers: If customers get a 10 out of10 experience, then a massive 91% said…

What is the difference between Customer Loyalty and Customer Service?

by Craig Cherry

A lot of companies look at their customer service as an opportunity to improve their business, which is a valid thing to do. But most do not stop to consider, what distinguishes customer loyalty and what distinguishes customer service. Many have the two collapsed. The difference between customer satisfaction surveys and customer loyalty surveys is…

You Can’t ‘DO’ An Apology

by Craig Cherry

This week dominating our Media here in Australia is Qantas CEO Alan Joyce’s apology. Not only does he apologise for delays, cancellations, and lost bags but the company, which has suffered severe reputational blows in the past year, offered a series of benefits for members of its Frequent Flyers Loyalty Program as a way of…

Don’t Let Your System Destroy The Customer Experience

by Craig Cherry

Most business owners start up their businesses really well. They have done their homework; they understand that it’s the planning that is equally if not more important than their actual service. They have implemented the 85% of any outcome is achieved in the first 15% rule. They have spent time selecting their products and services and are…

How 10/10 Customer Service and Product Awareness Can Drive HUGE Revenue Increases In Your Business

by Craig Cherry

Recently, I was back in the US presenting the results of their customer loyalty research to senior management and their teams. These guys are absolutely committed to driving revenue through customer loyalty research. They are now achieving an amazing +77 NPS (Net Promoter Score). The main focus when visiting and working with this company is…

Customer Service – Its all about timing not just actions

by Craig Cherry

When we talk about customer service, we often forget about when the best time is to greet people and farewell. We talk about, greetings and farewells and asking questions but what’s not really discussed in detail is timing. For example, when do you greet someone? When is the right time to greet someone? If you…

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Leaders As Coaches (LAC) – Learning has not taken place until behavior has changed back on the job

October 19, 2022 By Craig Cherry

In last week’s article we discussed Training and how to identify if training is really needed and if so, what there is to train? In this article I promised to drill down on coaching and how to ensure training is transferred back on the job. If you haven’t read my previous article, How to identify…

Five Reasons You Should Be Reading the Sports Section

September 20, 2019 By The Loyalty Zone

If you’re like most people, you’re probably keeping tabs on your favourite team and statistics.  What’s surprising is that if you look closely, you can actually learn powerful business lessons from the weekend’s action.  This post will show you the five reasons why you do actually want to read the sports section to improve your…

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