Want to Keep Customers & Create Profits? These 5 ‘Positivity Pointers’ Can Help You Enhance Your Customer Experience
By JoAnna Brandi
There’s no doubt about it; customer loyalty is key to profitability. A mere five percent increase in your customer retention could as much as double your bottom line profits! On the flip side, it costs anywhere from 6-30 times more to get new customers than it does to keep the ones you have – that is, if they’ll stay!
The key to customer loyalty? Creating consistently positive experiences time and time again. That involves knowing your customer’s expectations, delivering service basics brilliantly, and maintaining an upbeat, can-do positive attitude throughout every interaction and at each touch point. Here are 5 ‘positivity pointers’ to keep in mind so you can reap the rewards of creating more awesome experiences for your customers, co-workers and yourself:
1. Positive thinking is a habit. Some people are born with a positive outlook; others have to work hard at shifting their focus away from depressing media stories and from the things that are going wrong in their own lives. The great news for those born ‘attitude-challenged’ is: You can prevent yourself from being tossed about by the winds of worry and negativity by making positive thinking one of your good habits – it’s just like exercise and eating right!
2. Positive thinking is a choice.
As with the creation of any new habits, the first step is to choose to do it, to commit to and intend to be positive. At first, learning what keeps you in a positive state of mind and remembering to make time to use those tools can be challenging – especially when you’re focused on professional or personal goals that require a lot of your time and energy. Sometimes it’s actually easier to stay stuck in a negative place than to break the cycle, brush yourself off, take a breather and consciously change your state of mind. That’s because we all love our comfort zones, even if they’re bad for us!
Saturday, July 5, 2008
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