What are the 9 Behaviors of Truly Loyal Customers?

There is a big difference between customer satisfaction and customer loyalty.

Customer satisfaction is always an opinion, assessment, snapshot. It’s the answer to the question, looking back in time, “Are you happy with what we have done for you?” Have we met your expectations? Have we fulfilled the conditions of satisfaction? In fact, the traditional definition of customer satisfaction has been “meeting customer expectations”.

But there is an assumption in organization’s pursuit of customer satisfaction that has been proven false. It is not always true that asatisfied customer will also become a loyal customer. Today many organizations can “meet customer expectations”. Satisfying customers has become the norm, a minimum for staying in business. But satisfaction does not mean the customer will be loyal!

So what is customer loyalty, and how do you earn it and keep it for your organization?

Customer loyalty can be demonstrated with nine different behaviors. Each of these behaviors can be useful and valuable for your organization.

1. A loyal customer comes back.

This is obvious. A repeat customer is a loyal customer.

2. A loyal customer buys more.

More frequently, more volume, more of their total purchasing in your category. You get more of a loyal customer’s “share of wallet”.

3. A loyal customer buys your premium items, your higher priced or higher value offers.

A loyal customer is more likely to buy the bundle, get the whole package, sign up for the longer term agreement.

4. A loyal customer is more likely to refer or recommend you.

Loyal customers answer high on the NPS question: ”How likely are you to recommend our company to your colleague or your friend?”

5. A loyal customer is not only likely to, but actually does make recommendations.

Loyal customers score high not only on intention (“How likely are you to…”), but also in actual referral behavior. Loyal customers make deliberate recommendations to friends and specific referrals to their colleagues, neighbors, community members, and business partners. Loyal customers tell other people about you, and make the effort to tell you about them. Loyal customers make introductions happen. Loyal customers make the connection.

6. A loyal customer speaks highly about you in public spaces.

Loyal customers give you compliments in writing, over the phone, and face-to-face. This is positive and uplifting for the morale of your team.

Loyal customers also you compliments on websites, in blogs, newsletters, newspapers and other social and community networks.

7. A loyal customer defends you when you are under attack.

Everyone makes mistakes. When your company makes an error, many upset customer will complain or even flame and attack you in public online spaces. Many of your satisfied customers will remain silent. But a loyal customer will speak out in your defense, make comments to balance the feedback, and even refer a complainer to you personally to help get an issue resolved.

8. A loyal customer gives you constructive feedback when you fall or fail.

Most people will just walk away when you make a mistake, and then tell others, but not tell you. But a loyal customer wants you to recover and succeed. They will give you the constructive feedback you need to improve.

9. A loyal customer offers competitive intelligence and insight.

They will take the time and make the effort to tell you what other organizations are doing, what they are offering, and how they are improving. Loyal customers will help you stay up to date on what’s happening with your competition, your industry, and your market.

So it’s abundantly clear that customer loyalty is much more than customer satisfaction.

But how do you go about earning customer loyalty? Well it won’t happen by satisfaction alone. You need to do more than merely meeting expectations.

To develop a deep and loyal following, you must become a service provider who understands what your customer values, and constantly takes new action to provide that value, and then increase that value over time.

You must do this proactively, always looking for new ways to help your customers get more value from your service and become more successful. This is something that must be created and demonstrated over time. And this requires that others in your organization to work closely and effectively with you.

This is why A CULTURE OF UPLIFTING SERVICE is so important. With everyone working together; internal service providers giving better service to external, customer facing service providers. So that external service providers can provide better and more valuable service to your paying customers.

Doing that consistently and widely throughout the organization produces customers (and team members) who are not just satisfied with what you have already done, but are truly loyal. They are delighted with what you have done and are confident about what else you can and will do for them in the future.

Customer satisfaction or customer loyalty?

Which do your customers really want? Which do YOU really want?

And what will you do to earn it?

Article Written BY RON Kaufman


20 Things You can do in 2014

Learn to love yourself just as you are
Eat a big breakfast, medium lunch and tiny dinner
Eat food that is fresh natural, non-processed, organic and free range
Walk, swim, bike ride or walk a dog every day
Read a book for at least four hours a week
Go to bed earlier
Look forward – not back. Remove negativity from your thoughts
Celebrate now… live in the moment
Enjoy small things
Drink LOTS of water and green tea
Take up yoga or meditate
Declutter your space. Minimalism and give stuff away
Stretch daily. Especially your fingers and toes… spread them
Enjoy music. Search new artists and update your taste
Wear clothes that make you happy
Upskill, educate yourself or learn a new hobby… always be challenging the mind
Don’t put things off. Tackle the tough stuff
Make a new friend
Embrace technology… get connected
Pay it forward… help someone every day
Annah is a New Zealand award winning Entrepreneur and Fashion Icon

By Dave Rogers www.daverogers.net

In response to a wonderful question during our entrepreneur life shift
weekend in wellington, i was asked for some links to the wonderful
world of laughter.

“WHO” questions are generally a great question to ask a deal maker and
i am pleasure to recommend two of my favorite laughter teachers Jackie
Curran and Dr Kataria:

the following is an excerpt from Jackie Curran’s website and give some
of the benefits – Physical benefits of Laughter

Research has shown that laughter has both preventive and therapeutic values.

Laughter helps us keep healthy by enriching the blood with ample
supplies of oxygen, the lifeline of our system. According to the
science of yoga, life energy (prana) flows through the breath. By
controlled and deep breathing we can enhance our own well-being. With
the 15-30 minute package offered by the Laughter Club, participant
carry home the healthy habit of deep breathing at least 10-20 times a
day. This helps to increase the lung capacity, thus enhancing oxygen
supply to the body.

Laughter helps to remove the negative effects of STRESS, which is the
number one killer today. More than 70% of illnesses like high blood
pressure, heart disease, anxiety, depression, frequent coughs and
colds, peptic ulcers, insomnia, allergies, asthma, menstrual
difficulties, tension headaches, stomach upsets and even cancer, have
some connection to stress.

Laughter helps to boost the IMMUNE SYSTEM, which is the master key for
maintaining good health.

Other benefits include:

Helps control high blood pressure and heart disease. While there are
many factors for these like heredity, obesity, smoking and excessive
intake of saturated fats, stress is one of the major factors. Laughter
definitely helps to control blood pressure by reducing the release of
stress-related hormones and bringing relaxation.

For much more details I am happy to suggest you check out Jackies
website at http://www.laughter-yoga.com.au/index.html or connect with
Dr Kataria at http://www.laughteryoga.org/
With a hahaha and a hohohoh and a hehehheheh, have a few chuckled
filled day and laugh yourself to great health,

What to do on your birthday

By Mike Handcock

Hey, today is my birthday – and no I didn’t write this on the day. I have many better things to do…

For example:

  1. I never work on my birthday – that’s something I have held to for about 15 years
  2. I always do what I want – not what others want me to do
  3. I always take quiet time to reflect
  4. If I want to party like GOD and be sick tomorrow I will
  5. I always ask myself – what did I do this year that I am proud of and what were the golden moments
  6. I always ask myself what I want for next year.
  7. I eat any damn thing I want – 3 pizzas, 10 ice creams – go for it

Birthdays are anniversaries of the day of birth. The practice of marking an individual’s exact date of birth came into existence only with the reckoning of time by a fixed calendar. The custom of observing birthdays, although an ancient one and at present very popular in many countries, is far from being universal.

On someone’s birthday you should acknowledge them and hold fast to their wishes.

9 Quotes from ‘The Hobbit’ that social entrepreneurs can relate to

By Gina Romero www.ginaromero.com

(The first of a series of posts ‘Reluctant Leaders and Unlikely Heroes’)

Our family are huge Lord of the Rings fans and we have been waiting for The Hobbit movie for what seems like FO-E-VA.

The big day finally arrived and we were not disappointed – the Jackson-Tolkien mash-up rocked as always and heaps of even more advanced special effects meant that the movie stole us away from the misery of the day’s reality for a sweet three hours of blissful fantasy realm escapism.

As I watched the epic tale of bravery and unlikely heroism unfold, I remembered a recent presentation by Grace Sai (local Social Entrepreneur and co-founder of The Hub Singapore) at Athena Cappuccino Connections meeting where she introduced the concepts of social entrepreneurship.

Inspired and awakened to the idea that socially responsible business is a necessity – not a choice, here are 9 quotes from ‘The Hobbit – An Unexpected Journey’ that social entrepreneurs can relate to:

I’m going on an adventure! ~Bilbo Baggins

Bilbo (although initially apprehensive) bought into the romance and excitement of the journey ahead as well as the aspiration to be a victorious champion of a worthy cause. Although he lacks a natural propensity to heroism, the need to be part of something bigger encouraged him to step up as an unlikely hero.

Being a social entrepreneur is all about connecting to your cause and the overwhelming urge to make a difference. Although perhaps initially inspired by the idealism of creating change, the journey itself will probably not be as glamorous as initially expected.

By the time you realise that what you have embarked on is hugely more challenging than initially expected, it may be too late to turn back.

“I do believe the worst is behind us!” ~Bilbo Baggins

After the initial thrill of being on the open road wears off, the reality of adventuring sinks in, a hero’s journey is a never ending grind. It’s an exhausting, treacherous and thankless job.  It was only after Bilbo and the dwarves experience several dangerous encounters, that the enormity of the quest became apparent. As the budding hero begins to emerge, tenacity prevails over common sense – he embraces what is necessary over what is likely or possible.

Describing social entrepreneurs, Grace Sai said “they are very unreasonable people, they are a bit crazy, they are very stubborn and they think they know the future better than anyone else. And very often they also don’t have resources  at hand, they just want to do it and they will make it work.”

With a mammoth task to tackle, few resources and little or no financial reward along the way – eternal optimism is essential for your survival as a social entrepreneur.

Elrond: So that is your purpose? To enter the Mountain?
Thorin Oakenshield: What of it?
Elrond: There are some who would not deem it wise.

No matter how well thought through, planned or justified, our heroes struggled to gain support for their expedition. The elves were previously unwilling to risk their people for a battle against Smaug in Erebor and against the orcs in Moria. The White Council were disapproving of the quest, dismissive of their cause and pessimistic about the potential outcome. The fourteen adventurers were forced to decide whether to take heed of the warnings or throw caution to the wind.

To be a socially responsible leader, our decision making must look beyond ourselves to the need in others.  Solving larger social problems means going up against existing policy, being disruptive and breaking rules.

Weighing up when to take council and when to find the courage and conviction to take up arms is the bane of a social entrepreneurs existence.

Bilbo Baggins: 
Why don’t we have a game of riddles?
Gollum: And if he loses? What then? Well if he loses precious then we eats it!
If Baggins loses we eats it whole!

Bilbo Baggins: Fair enough.

Faced with a seemingly impossible situation (and having already narrowly escaped death several times) our heroic Hobbit needed to quickly weigh up the odds of outsmarting Gollum or finding his own way out of the depths of the underground lake. Recognising that his chances were dire either way, Bilbo had to make the best choice he could – and quickly.

Social entrepreneurs seem to be obsessed with their ideas, committing their lives to changing the direction of their cause, driven by the opportunity to uproot injustice and inequality despite the risks involved.

Just like an adventuring Hobbit, learning how to calculate risk over is a critical component of survival on the social entrepreneurship journey.

“I would take each and every one of these dwarves over the mightiest army.
Loyalty. Honor. A willing heart. I can ask no more than that.” ~Thorin Oakenshield

As the leader of the group, Thorin must inspire their loyalty and dedication to the cause, despite all the adversaries that lie in wait.

Although Thorin and his men initially thought very little of Bilbo and could not understand why he was Gandalf’s choice as the 14th member of the group, the Hobbit eventually earns their respect as a worthy member of the party after proving his bravery and honour.

Successful social entrepreneurs are visionaries and problem solvers who are capable of bringing their visions into reality. Essentially, they are evangelists for the cause and must persuade and influence others to be equally dedicated to the mission. In order to make change happen, leaders must select their team with great care.

Shared purpose and values, unlike skills, are pretty much impossible to train. Finding people who have ‘got your back’ are far more valuable and rare.

“Saruman believes it is only great power that can hold evil in check, but that is not what I have found.
I found it is the small everyday deeds of ordinary folk that keep the darkness at bay.
Small acts of kindness and love. Why Bilbo Baggins?
Perhaps because I am afraid, and he gives me courage.” 

Bilbo was no great warrior, he had never even wielded a sword and in fact he was not even a burglar as Gandalf suggested. Why then was Gandalf so keen to have the humble Hobbit join the thirteen dwarves? Certainly for his stealth and nimbleness but Gandalf also remembered the eagerness and curiosity about the world outside The Shire that Bilbo possessed as a child. Perhaps more than anything he believed that Bilbo’s spirit of adventure and humility would be of great value to the group.

It is said that the purity of intention is what defines a social entrepreneur. By defining and rooting themselves in ‘why’ they do what they do and finding strength and courage in purpose social entrepreneurs will do whatever it takes to make change happen.

Letting go of the ego – which encourages us to put personal gain ahead of the higher, selfless purpose – will strengthen your conviction to make your dreams happen. And remember – big change starts with small change.

I know you doubt me. I know you always have. I often think of Bag End. That’s where I belong. That’s home. You don’t have one. It was taken from you, but I will help you get it back if I can. ~Bilbo Baggins

Bilbo was once perfectly happy in Bag End, smoking his pipe, stocking his larder with cheese and wine and quietly gazing over the rolling hills of The Shire. He knew little of the suffering of others and had very little empathy for the dwarves and their plight. Once his awareness was engaged and his eyes opened to see more than his own little world, he began to evolve.

Social Entrepreneurs look beyond themselves and relate deeply to the needs of others. They accept that they have a role in solving larger social, cultural and environmental problems.

Cultivating empathy is key to creating meaningful social change.

True courage is not about knowing when to take a life… but when to spare one. ~Gandalf

Despite his disgust for the loathful Gollum, Bilbo remembered the words spoken by the wise wizard and was overcome with pity for the creature. He chose to act with compassion and not hatred, and to spare his life.

Einstein said, “A human being is a part of the whole called by us universe, a part limited in time and space. He experiences himself, his thoughts and feeling as something separated from the rest, a kind of optical delusion of his consciousness. This delusion is a kind of prison for us, restricting us to our personal desires and to affection for a few persons nearest to us. Our task must be to free ourselves from this prison by widening our circle of compassion to embrace all living creatures and the whole of nature in its beauty.”

Understanding why people behave in a certain way is not enough. Social Entrepreneurship begins when we feel compassion for the pain of others.

May the wind under your wings bear you where the sun sails and the moon walks. ~Gandalf

It all started with the opening line of a book, ‘In a hole in the ground there lived a Hobbit,’ the story enchanted readers for 75 years before being reborn onscreen this year.

Through their adventures, turmoil and tragedy – we were gripped with their fear, distraught with their losses and heartened by their victories. Aspiring social entrepreneurs and reluctant leaders can perhaps relate to our unlikely heroes – up against the odds, driven by purpose regardless of heartache, discouragement and failure. Perhaps on some level we all want to save the world.

Ferdinand Foch says it beautifully with this quote:

The most powerful weapon on earth is the human soul on fire.

- See more at: http://www.ginaromero.com/9-quotes-from-the-hobbit-social-entrepreneurs-can-relate-to/#sthash.pZtCoQmO.dpuf

4 Steps to doubling your income

By Raymond Aaron www.aaron.com

The key to double your income is a healthy and happy attitude. Have you ever wondered what makes a successful and happy person? If you double your income, will you feel good about things? There are millionaires that still live a lonely life. Then there are people that just can’t get what they want out of life, whether it is fame, fortune, jobs, or love.

Making your way in the world today doesn’t have to be hard. When you approach life feeling defeated, it is hard to know where to go. The first step to double your income is start doing what you love and accomplish the goals according to it. When you follow your true path in life, life becomes easy and harmonious.

1.    Define your goals. We all have dreams. When you do what you love, you are living your life to the fullest. What is the difference between a dream and a goal? Goals are clearly defined dreams. For example, you want to double your income. That is a lofty dream without a clearly defined plan. Define the goal. I will double my income by starting my own pet sitting business. Now, you know what you want to do.

2.    Know where you’re going. Figure out what you need to do. How much money will it take and when can you reasonably accomplish each step. For example:

a.    Take a marketing class by September ($500).
b.    Get license and insurance by October ($700).
c.    Advertise in newspaper and online ($50).

By writing your goals down and making them as specific as possible with a deadline, you will know what you need to do to accomplish your goal of doubling your income in small steps.

3.    Set your goals up for success. Eliminate all negative attitudes about why you can’t and won’t be able to do something. Don’t start your thoughts with “Someday, I’ll…”   Know when the specifics of your goal are due, and step up to the plate and do it without procrastination.

4.    Make your goals come true. It’s simple-start living the life you desire. Don’t think it, be it.

Let your old life of strife and struggle end, and start your new easy and effortless life. By changing one habit in a positive way or just accomplishing 1% of something with consistency, you are making a 100% change in your life. Every small step you make will help you accomplish your end goal.

Take immediate action, and you will see immediate gratification. With every milestone and accomplishment you make, celebrate your success. By selecting one long-term goal and setting a path for the things you can do NOW, you’ll be ready to take on the world.

So are you ready to get started and double your income? There are many other factors that will help you build a successful life, but the most important thing is to keep sight of what it is you love and set goals you can accomplish. After that, building a bigger and better life should fall in place instantly.

Small Business Management Consultants

By Raymond Aaron www.aaron.com

For most people, owning your own business sounds like a dream come true. You get to be your own boss, choose your hours, and make all the important decisions about how you’ll allocate your resources. That’s how it sounds…

Any real business owner knows the truth. That running a small business is much more complicated, time-consuming, and challenging that most people make it out to be. Even worse, running a small business is often less profitable than those on the outside believe.

That vast majority of small business owners earn a salary of exactly how much is left in their bank account after paying all of the expenses. At the end of some months, that may amount to a nice living. On others, well, it’s not a pretty picture.

With out proper planning and management, those margins can easily go negative. Quite honesty, that’s exactly how most small businesses go under.

Opportunity Favors the Prepared Mind

Now it doesn’t have to be this way. There’s no reason why your business has to live month-to-month with no real guiding philosophy or mission. Here’s the secret: Running a successful business is not rocket science. Nearly anyone can do it.

Surly you’ve met some at least one successful business owner that you were certain that you were smarter than. You probably wondered, “How can this mental midget run a successful company, while I can barely stay employed?”

Frankly, I don’t know how your acquaintance does it — maybe he or she inherited the business.

What I do know is how I manage to do it. And trust me, I’m no brain surgeon. So what’s my secret? It’s simple: I rely on management consultants. Most business owners do. That’s why they’re still in business.

The way I see it, who needs a prepared mind, when I can rent one at a very reasonable cost? It’s the opportunity that I’m seeking, after all, I’m not trying to earn an MBA. Right?

Building a relationship with a good management is often the difference between a flourishing business and a dream that went splat.

Making you into a Manager

Most entrepreneurs jump into a business with big ideas and lots of optimism. Typically, it’s not enthusiasm that we lack, it’s discipline… and probably foresight too. I mean, why else would we have been so enthusiastic about starting a business? Just kidding.

That’s why it’s so important to seek wise council. A good small business management consultant can help you craft a plan that set realistic goals and benchmarks. A management consultant will plan for setbacks, refunds, and unexpected costs that an inexperienced business owner wouldn’t foresee or know to plan for.

More often than not, it’s not the product that drops a business dead in its tracks. It’s unexpected costs and unexpected revenue hiccups during the growth process. These are exactly the reasons most small business owners need a management consultant.

You can’t do it all yourself, so stop pretending that you can be all things to all people all the time. Sorry to be the one to break it to you, but you don’t score 100% in every aspect of management.

Believing that you somehow aced the management test is a sure sign that you’re in over your head. If you want your organization to grow, you can’t approach ever challenge alone. It’s a trap that you don’t want to find yourself in, trust me. If at no other times at all, every successful business needs management consulting during two phases.

Start-up and No Man’s Land

These are two of the most often written about stages of business development, but for very different reasons.

Most entrepreneurs love to fantasize about the start-up phase, mainly because it seems like the sky’s the limit and there are few if any limitations on where your business might be able to go. It’s an exciting time in the life of a business because it’s’ where you put your concept into action, finally getting real world feedback.

Obviously, start-up is also the time in which planning is absolutely essential. This includes staffing, strategic partnerships, and financial forecasts.

For any right-brained idea-man, or idea-woman, who’s launched a start-up, it becomes immediately apparent that you’re in over your head. If you’re overly meticulous, you may find yourself completely bogged down in routine tasks, never having enough time to develop new strategies and processes.

In either case, the clock is ticking and you’ll soon find out if you can hack it all by yourself…

Or you can do the smart thing and hire someone to teach you to become a better manager. Business management consulting is a great way to elevate your game quickly, by outsourcing the learning curve to someone who’s already been there and done that.

No Man’s Land is an entirely different story. Just as the name implies, this stage in the growth of a business is not so fun or exciting. It’s the point at which you business has grown large enough to no long be considered “small,” but is far from being “big” either.

No Man’s Land is the point at which you have to scale up and go big, or else begin to atrophy. In many ways, it’s a lot like the start-up phase, without all the illusions that made it so thrilling.

Because it involves even more fundraising, organizational efficiency, and staffing, No Man’s Land is where a business management consultant becomes no longer necessary, but mandatory.

Creating the Business You Want to Run

The best part about a good business management consultant is that they become an asset, rather than a cost. The changes they suggest should make you money, or at the very least free up time or money that can be better leveraged elsewhere.

After a basic, surface level analysis, it’s easy for any veteran consultant to spot the weaknesses in your market position. I hate to burst your bubble, but they’re there, even if you can’t see them.

A consultant should be able to analyze the marketplace your business operates in and offer up suggestions that will put your business in a better competitive position.

With better positioning, you company will become more marketable. With redundancies and other bottlenecks eliminated, your business will reduce costs, increase production, and become more profitable.

That’s why I always tell people that a good small business management consultant is a business asset. Rather than costing you money, a good consultant will make you money. Over the long run they’re advice will be worth exponentially more than it cost to acquire it.

With the right management and guidance, your company can become a mission driven machine that runs smoothly and rallies around the cause or purpose you initially envisioned. Businesses that are built to deliver on a clear purpose or goal are actually much easier to grow and maintain than a hastily cobbled together organization.

It’s really not all that surprising, when you think about it. Many of the biggest, most profitable companies in the world, the Apples, the Nordstroms, the Whole Foods, etc. are also the most inspiringly single-minded.

That’s the kind of business you originally wanted to own anyway.


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