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Why You Need to Set Your Best Customers Aside
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Re: Measuring value on many levels
  • 10/25/2012 12:52:50 PM
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Noreen I don't think it's that difficult, I think when buyers feel that retailer knows them on some level they appreciate it. It was recently my birthday I had about a half dozen retailers send me a coupon for shopping some as high as $15, well no surprise I used the coupon and often a little more while in store. I probably would not have visited the store without the added incentive. Using the information that they have about us can really help retailers create perceived knowledge of a customer.

Re: Measuring value on many levels
  • 10/24/2012 4:49:03 AM
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I agree Noreen empathy is very important, but I would rather they be able to fix the problem, but since I understand that not everything works as it is supposed to - at least appearing that you are genuinely concerned goes along way.

Just ran into this very issue not too long ago, received a certain amount of empathy yet no concrete solution, so I will be taking my business elsewhere.

Re: Treating people right
  • 10/23/2012 10:49:32 PM
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..

Broadway writes


@Lyndon, after you put together your short list of companies where you've experienced consistent good service, I tried to think of some other large companies myself. I could only come up with one -- Starbucks


 

I don't go to Starbucks regularly, but it's a useful place to park myself or to meet someone from time to time.  It would certainly be on my "good service" list ... so far.  I've never had to make a compaint or try to deal with a problem, but the retail staff certainly seem to regard customers as fellow humans, and deal with them courteously and with an attitude of wanting to keep their patronage.  Obviously, a clear target for a takeover by an aggressive shark with an eye on margins, productivity, and cutting expenses, who will replace them with robots or the human equivalent...

 

Re: Treating people right
  • 10/23/2012 9:31:13 PM
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@Lyndon, after you put together your short list of companies where you've experienced consistent good service, I tried to think of some other large companies myself. I could only come up with one -- Starbucks -- and it made me realize that I've been able to either avoid not shopping that much, or shop more at local places and avoid shopping at national big boxes. Either way, I'm happy.

Re: Measuring value on many levels
  • 10/23/2012 4:12:54 PM
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In many surveys consumers say empathy is high on the list of qualities for a solid customer service rep.

Re: Measuring value on many levels
  • 10/23/2012 7:16:36 AM
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What could a retailer do to make you feel valued?

Measuring value on many levels
  • 10/22/2012 10:58:05 PM
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Beth I couldn't agree more, focusing simply on the high value customer right now
misses the opportunity to focus on growing customers  that have steady shopping habits and could yield you more value over time. It is also notable to consider their social
influence over other buyers, do they share your offers with many friends etc. There
are many ways to measure value beyond simply the dollar value purchase

Re: Treating people right
  • 10/22/2012 10:05:36 PM
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Costco is one of my favorite retailers, for it's overall ethics and fair policies.

Re: Treating people right
  • 10/22/2012 5:57:07 PM
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Costco's CEO Sinegal has been used as a textbook case of ethical leadership in many univeristies. He puts caps on execuitve pay and caps his own salary at  $350,000.  Though that doesn't include bonuses. However, his final pay pales in comparision of many other executives. Old artcile from 2008  Costco CEO Finds Pro-Worker Means Profitability - ABC News

One of the reasons I'm a fan of Verizon, is that they treat me kindly even when I'm under contract.  I've had other companies love me when I wasn't under a contract and treat me poorly once I was under contract. 

While I believe everyone should be treated nicely, I can understand dropping customers that cost money.  You can't be in business if your not at least breaking even.  Though it does get me that I can get nicer service from my bank when my account has more money in it. 

 

Re: Treating people right
  • 10/22/2012 1:01:43 PM
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Too funny and too true Lyndon!

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