loyalty

The Cog in Your Customer Experience Strategy

A decade ago, I was a very fast man on the banked oval tracks known as velodromes. At one time, velodrome and track bicycle racing were the most popular spectator sports in America and the top racers held the land speed records of the day. Now, there are only a couple dozen velodromes in operation […]

What Would Mike Do?

Basketball legend Michael Jordan? No, number 23 is not the right Mike. Jackson 5’s most iconic member? No, he’s not the right Mike, either. The Mike that sparked these words? Mike Anderson, Transmission Digest Account Executive for 17 years until his passing this past November. And for the past 6 years or so while I’ve […]

Part II: Good Eggs. Good Guys. Good Business. (aka “We trust our customers.”)

Service is a feeling. The reason why Good Eggs did such a good job at earning my loyalty (and my referrals; seriously, go to Good Eggs any time you’re near Door County, Wisconsin) is because of how they made me feel. (And if you missed last week, get caught up here.) They made me feel welcome. […]

Loyalty Starts with You

Every business wants loyal customers – few understand how to earn them. Most businesses think loyalty comes from issuing a “frequent flyer” card and giving something away for free. That’s not loyalty. That’s buying repeat business from customers who are loyal to the prize, or to the price. Eliminate the freebies, and you eliminate the […]

More Than Just a Set of Brakes

This past weekend, like many fellow Wisconsinites, I made plans to watch the Green Bay Packer game. It just so happened that there was a birthday in the family as well, so I landed at my relative’s house just before kickoff. It is no secret among family members that I work in the automotive industry, […]