Customer Loyalty Newsletter - May 2018

ONE PROFESSIONAL TEAM

ISSUE 20

Customer Loyalty MAY 2018

In this issue:

WHAT IT TAKES TO MAKE A LOYAL CUSTOMER

Cover Story What it Takes to Make a Loyal Customer

I recently had the opportunity to visit one of our client's service and sales location. I particularly wanted to meet the team at this agricultural equipment dealer because of their sound performance on our survey program. After spending several hours there, I came away with several observations. First, they have designed their processes to actually serve customers. Second, employees appeared quite engaged in what

Good Job Report

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NPS Scores

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they were doing. Lastly, there was a palpable sense of pride in what they were doing. The visit provided many insights into how to deliver excellent customer service. I received an email from a senior manager in the company who shared a bit of feedback from a farmer, Don, that came through one of the surveys we do for the company. Keep in mind that Don is a farmer, and he is talking about several experiences with this location. We also know from experience that farmers are a challenging group to keep happy, especially if it is planting or harvest season. After all, they may have the entire year’s financial outcome riding on whether the crop gets planted or harvested promptly. Let me share some of what this farmer had to say as there is much to learn from it. I also want to highlight the elements of the service experience that

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Have questions? Call Talina Jones at extension 3216.

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