Customer Loyalty Newsletter - March 2018

ONE PROFESSIONAL TEAM

ISSUE 18

Customer Loyalty MARCH 2018

In this issue:

SURPRISE! DELIGHT YOUR CUSTOMERS WHEN THEY LEAST EXPECT IT ToAllWagner Employees - FromCody EldridgeandBradCofield:

Cover Story Suprise! Delight Your

Customers When They Least Expect It

Good Job Report

Page 3

Page 7

Ten Commandments of Good Customer Service

NPS Scores

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Learn More about Loyalty:

In the movie Finding Forrester , Sean Connery, playing reclusive writer William Forrester, advises a young friend that “the key to a woman’s heart is an unexpected gift, at an unexpected time”. Forrester’s friend, Jamal, acts on the advice and it works wonders. Here in the real world winning people over takes more than a single gesture, but with that said the occasional surprise can go a long way. This applies not only to individual matters of the heart, but to businesses trying to build long-term, loyal customer relationships. I recently experienced the power of the unexpected as a customer in both B2C and B2B settings. Below are the highlights from those experiences, as well as a look at why surprises work, and when and how to use them.

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Have questions? Call Talina Jones at extension 3216.

My B2C Experience: Free Chicken Sandwiches

This past week, my wife came home and couldn’t wait to tell me about picking up dinner

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