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  The statistics that one customer who has a poor experience will tell 9 or 10 others is long gone in today’s world. Today, that customer can tell millions of other potential customers through various forms of social media. Therefore, negative reviews must be addressed quickly.  Don’t ignore. The best way to handle them is […]
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> Dear Manager, As this year’s holiday season is drawing to a close, I hope you will remember to thank your frontline staff. I encountered so many wonderful employees this year who were really under pressure and maintained their composure and friendliness during some trying circumstances. In one instance, a woman shopper was clearly upset over not […]
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>Just when you think you’ve got everything in place for the perfect execution of your service delivery, something goes wrong and a customer becomes unhappy. How important is it to do something about it? According to the Research Institute of America in a study they conducted: • 90% of customers who are dissatisfied with service […]
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