customer loyalty

Create Strong Customer Loyalty with “Color Their World”

Imagine this. It’s 3am. You’re sound asleep. Then, BING – your eyes pop open as your mind replays a stressful service scenario from the day before. You failed with a...

Tactics that Kill Customer Relationships

While many companies like to combine stellar customer service with a subtle up-sell to grow their sales, there's a fine line between an up-sell and a turn-off. Here's a great example of what not to do.

Leaders are always learning.

Leaders Learn: 5 Things Every Strong Service Leader Does

“Leadership and learning are indispensable to each other.” – John F. Kennedy If you’ve read “Who’s Your Gladys?” or “Taming Gladys!“, you know that we espouse lifelong learning as THE...

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties. By developing a few simple habits, you can...

A Customer Loyalty Exercise – An Excerpt from Our NEW Customer Service Book Taming Gladys!

This simple exercise creates lasting changes in the way your team thinks and acts with customers. Why? They get to hear how their peers handle tough situations. They get to collaborate and practice new ways of approaching tough situations and share what they do that works.