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  The Ninth Day Tip: One of the reasons customers love doing business with Nordstrom is the ease of doing a return. Nordstrom’s return policy is “We handle returns on a case-by-case basis with the ultimate objective of making our customers happy. We stand behind our goods and services and want customers to be satisfied […]
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Every time a customer interacts with your organization, an impression is formed. These interactions are opportunities to elevate your customers’ experience from the ordinary to the extra-ordinary. A Service Map is a tool to reinforce looking through the lens of the customer mindset, but also a tool for making organizational processes more customer-friendly. It should […]
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  Last week I stayed at the Westin in Mumbai Garden City and it was a fabulous experience the entire time! The staff was amazing. Everyone exuded a welcoming demeanor from the front desk receptionists to the housekeepers to the dining room waiters to the gym staff. My reservation was for 7 nights and most […]
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L.L. Bean took the top spot on Prosper Analytics’ 2015 Customer Service Champions list, an annual ranking of customer service released Tuesday. Amazon and Nordstrom came in second and third place, respectively. What is it that makes the difference among thousands of retailing companies for Amazon, Nordstrom, and L.L.Bean to continually rise to the top […]
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Daymond John of “Shark Tank” says he has learned an important lesson regarding the strategy to run a successful business. “To over-deliver in service to a customer is by far the most valuable thing to a business. Because, there are only two ways to improve the operations of a business: increase sales or decrease costs. […]
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Be Responsive and Be Available. It is amazing how much businesses spend on marketing and advertising, yet when the customer finally calls, no one is available and there is no response. My father-in-law is being buried in Arlington in May. It is a big honor and many family members from around the country are going […]
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    If your organization is truly committed to delivering world-class service, there are three essential elements that must be considered: your culture, your people, and your processes. Culture A culture begins at the top of the organization. Leadership sets the tone through their words and actions. They must walk the talk of great service […]
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