Customer Loyalty Newsletter - November 2017

oNe ProFessIoNaL team

Issue 14

Customer Loyalty novemBer 2017

Goal = 82% Current Score = 79.26%

In this issue:

THE IMPORTANCE OF LISTENING TO THE ‘QUIET’ CUSTOMER by Lynn Daniel, the Daniel Group

Cover Story the Importance to Listening to the ‘Quiet’ Customer

Good Job report

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NPs scores

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Learn More about Loyalty:

Do you find that you often focus on the happy or angry customers but not the quiet customers? are you assuming the silent ones are delighted since they are not complaining? think again. I will never forget the wisdom imparted to me by a quite experienced sales manager within a few weeks of my first job. “I love dealing with two types of customers, the happy and the mad. I hate dealing with the quiet ones.” He explained that the mad customer would quickly tell you what is bothering them if you let them. the happy customer would also let you know what they really liked. the quiet customer may sometimes have an

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Have questions? Call Talina Jones at extension 3216.

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