Premium Essay

Learn Amazing Ways of Keeping Your Customers

In: Business and Management

Submitted By felizo
Words 3725
Pages 15
Ford raps the competition with a surprising customer experience

by Kevin Stirtz on September 2, 2009
A powerful way to increase customer loyalty is to give your customers a positive and memorable experience. Some days it’s easy. Just be nice, attentive, listen well and be helpful. But other times you might break out of your comfort zone and give your customers something they’ve never seen before.
This Ford dealer clearly went beyond the usual and expected when they decided to treat their customers to the “A-B-C’s of the Ford Focus”.
It’s not something every business would do. And it might even annoy some customers. But you have to give them credit for trying.
What could you and your team do to offer a better, more memorable experience? I’m not suggesting you sing to your customers but there are ways to make their experience better.
If you’re unsure, observe what other companies do – both in and out of your industry. And ask your customers what they think would create a better experience. Then have regular creativity and brainstorming sessions to develop fresh new ideas. Make this a regular thing so you’re constantly evaluating the experience you deliver your customers.
Then watch your customer loyalty go through the roof!

Ross Shafer shares the ultimate customer experience story

by Kevin Stirtz on June 17, 2012 · 2 comments
In this video, Ross Shafer talks about an amazing customer experience he had at a well known hotel brand. The story is both funny and inspiring.
But there’s something in the story that stands out and, in my opinion, tarnished the brand’s image. In the video it’s just a funny aside but in the real world it can make a big difference to companies and customers.
About midway through the video, Ross is sharing with us how he talked to several people at the hotel about this wonderful employee. And each time he gave his glowing...

Similar Documents

Free Essay

Attention to Detail

...manager at the busiest store in the state. I chose Quick Trip due to the experiences that I have had as a customer there. I personally have traveled through many states on road trips and have had encounters with many convenience stores. Quick Trip originated in Oklahoma. I have visited a Quick Trip in Oklahoma and they have carried over their corporate core values into the western region stores also. Quick Trip is a corporate that pays a great deal to attention and appearance. While I was evaluating the store, I found four different locations of the store I wanted to stand while observing in 15 minute increments. This certain Quick Trip has two main traffic locations, the front door and a back door. My first place I observed was the main entrance, the front door that faced the gas pumps. This was a Saturday morning, and being the busiest Quick Trip in the state, you can imagine the traffic flowing thru the door. I then made way over to the west side of the store. This is the location with the fountain drinks, coffee machines and icee machines. The third location I chose was the back door. Even this location had a revolving door with customers. With this angle, you can see the whole store including the gas pumps, registers, soda machines and beer cooler. The final location I chose was the backroom. I wanted to observe the stores way of keeping inventory under control, their way of rotating and stocking the shelves. I wanted to get the “behind the scene” aspect of Quick Trip.......

Words: 1054 - Pages: 5

Premium Essay

Customer Service Ti

...Winston Churchill 62 Amazing Customer Service Tips and Quotes Time tested ideas and suggestions to keep your customers happy and loyal. by Kevin M. Stirtz 62 Customer Service Tips & Quotes “Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others The New Era of Customer Service We are in a new era of customer service. In fact, at the risk of sounding cliché, I’d even call it a new paradigm. Because much of what worked in the old days is just not effective any more. Many of the attitudes toward customer service are no longer relevant or useful to people and organizations who want to be successful. The new paradigm of customer service calls for people and their organizations to work together better than ever before. It is embodied in two concepts. They are the fundamental values behind every action and every decision. They are: To Serve and To Connect. As we work with our customers, we need to make sure we are constantly meeting these two standards. We need to serve them and we need to connect with them. think possible.” -Howard Schultz Copyright 2013 Kevin M.2Stirtz 2 62 Customer Service Tips & Quotes “Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity.” To Serve When we serve our customers, we help them......

Words: 11522 - Pages: 47

Premium Essay

Sr. Scientist

...effective negotiator. I am so surprised to read the story of Theodor Roosevelt. How effective a new look can be towards the problem at hand! I use to neglect the other side’s problem and use d to concentrate more on what I want out of negotiation (mistake 1), in many situations I have made mistake 2 and 6 too. However after reading this article I came to know how I should avoid the mistakes. I always try to see every negotiation with viewpoint of both parties, and that also helps me to find the middle ground. BATNA (best alternative to a negotiated agreement) is the new area for me to learn and improve on. I was in that many people who would withstand the damage with bargaining power. Now I know how I should evaluate my BATNA alternative when it comes to tough negotiation. But I am amazed with the last column in article which talks about superior negotiations. If this trick really works, it will be amazing. I need to practice that for sure some time somewhere. Wow, this article is really an eye opener for me. Fluid Teams: Solution to the problems of unstable team membership: Gervase R. Bushe, Alexandra Chu: I partly agree with the points provided in this article. Fluid teams does help to allow the use of specific skills of people required for a specific project, however I have not came across of any situation where teams members have taken disadvantage of being in same team to drive the decisions for their personal benefits. It is for sure a point of debate how the......

Words: 2076 - Pages: 9

Free Essay


...up to social status. There are three different target markets from each of the three brands. Those brands would be Gucci, Marshalls, Target. The three different brand of clothing all get the same results, which is to appropriately cover the customer, but each brand contains a higher quality and social significance. Throughout this essay, I am going to assess how each ad draws on the elements in Maslow’s Hierarchy of Needs to appeal to prospective customers. First, I will be discussing the first brand, Gucci. In the Gucci commercial, Gucci is appealing to all elements of Maslow’s Hierarchy of Needs. Gucci is drawing on the self-actualization, and ego needs. “Gucci’s target market has primarily included celebrities, the wealthy, fashionistas, and the upper class. The target audience has now been expanded to include middle and upper-middle class women who otherwise would not have been able to afford the high-end brand” (Ali, “GUCCI”, para. 1). As far as the value proposition afforded by the respective products, if you own Gucci items, then you have value to you because you are seen as someone who has the ability to pass out cash on your clothing. All of you other expenses are taken care of enough for you to focus more of your money into your appearance. Gucci distinguishes their selves as a high end quality brand that is majorly seen in the media. Now that we have established the first brand and their target market, let’s talk about the second brand, Marshalls....

Words: 1081 - Pages: 5

Premium Essay

Drop Box Case

...seeking ways to develop; besides some achievement at certain moments, the fall of 38 Studios left valuable lessons at the idea of entrepreneurship. Curt Schilling was a professional baseball player and he was passion about what he did. In 2000, Schilling started to seriously think about life after baseball and then he began with an idea of founding a gaming company. Schilling had his reasons to pursue the entrepreneurship path. For the first reason, he wanted to pursue his own ideas. He knows his product’s orientation – a product that people would enjoy themselves. He understands customers’ willingness to pay. Schilling also pursued the entrepreneurship path as being his own boss. Schilling realizes that the way to achieve his important personal as well as professional goal is to start his own gaming company. He funded the entire project by his own money from the beginning. Not only having a clear vision about what product he wants to supply the market, he also has entrepreneurial characteristics. Schilling has the passion for the business. He devoted most of his time in pitching and working at 38 Studios. Schilling worked longer hours than everyone at the company. According to the case, Schilling started at GMG at 7:30 a.m. He would then rush out to arrive at Fenway Park by 1:30 p.m. for a game or practice. He would finally arrive home around 2:00 a.m. Even though, he was lack of knowledge in the gaming industry and company operating, he was willing to learn. He......

Words: 1071 - Pages: 5

Premium Essay


...wildlife park and the second organization being Tesco. Using these two organizations I will describe the marketing techniques that they used to market products. Marketing 1) Marketing is the action, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners and the society at large. 2) Marketing is the social process by which individuals and groups obtain what they need and want through creating and exchanging products and values with others. 3) Marketing is traditionally the means by which an organization communicates to, connects with, and engages its target audience to convey the value of and ultimately sell its products and services. From the first definition of marketing, what I understand is that marketing is a process or activity that takes place by interacting directly to the customer or client. It is doing actions that will benefit the customer as well as the business. From the second definition of marketing, what I understand from it is that marketing is a social process that people and different groups of people try to achieve what they want and need. By doing this they do it through by giving and receiving different products to other people. Finally......

Words: 2001 - Pages: 9

Premium Essay

Business Assessment

...7 Key Strategies That You Must Learn From Apple’s Marketing Coming off the heels of yet another successful Apple launch debut, it’s increasingly clear that Apple is on top of their game in a way like no other. Which other company could turn an ordinary press conference into a live global event? The secret lies beyond their product line and design standards; it lies beyond even Steve Jobs’ emphatic adherence to Apple’s core philosophy, which is that the user doesn’t always know what they want. Looking at the company’s latest product lines and revenue models, I’d be a fool to call them anything less than what they are, which is: * A design firm * A media platform * A publishing company * A software powerhouse * A computer builder * A movement Break down each of these bullets individually and you’ll find a company at the top of their respective industry, but combine them into a single entity and you’ve got the recipe for building one of the most influential businesses of all time. So how did they do it? Rather than tell you how I think they did it, I thought instead I’d turn to their fans on Twitter, who helped me uncover 7 of the greatest marketing lessons that Apple brings to the table. 1. Ignore Your Critics As an entrepreneur, you’ll hear a lot of people tell you that you need to reach out and figure out what people want, which means listening to your critics, often times more patiently than you’d like. Apple decides to flip the script...

Words: 1238 - Pages: 5

Premium Essay

I Am a Normal Mba Student

...of a Genius in Management My understanding in management deepened with the rise of my age. My charisma in interpersonal relations that can help win instant popularity easily was displayed when I was pupil. Every classmate treated me as their best friend naturally. This situation gave me a good opportunity to get to know everyone’s strength and needs. The ability to gain instant popularity is not human nature, and neither is mine. But my parents set me good example. My father is a business man who told me that keeping honest and smiling is one of the best ways to make customers come back again. And my mother said that keep their secret to others is the guarantee that they will confide to you. Under the impact of these two elements I have become a man who always was the soul of a team without being aware of it. However, it does not mean that I was to please everyone on purpose. The third day I came into junior school I fought with a classmate because he did not like the way I deterred him from loudly talking in the library. It made me realize that the smooth implementation of rules involves a right method. So I adopted a soft style to communicate to the people around me using advises rather than orders. I did not get any experience in management during senior school. Because all the members in this best senior school were study-oriented, no one would break the atmosphere of learning. But when I recall these 3 years time, it still enlightens me. I noticed that we can make a......

Words: 815 - Pages: 4

Premium Essay

Ikea Analysis

...line staff and knowing your customers wants and needs to be successful for decades. Not listening to customer demands could be detrimental to your organization. Even if you are successful now, another competitor can rise and take away your market share. An organization should not only care about sales and revenue growth, they need to also be conscience about the environment and care about the working environment of their employees. IKEA is a Swedish company that dominates in the furniture industry and is very successful with their sales and marketing strategies. They are also very conscience about the external environment. They have been in the foreign market since 1973, they currently have stores in over 37 countries and are continuing to grow (most recently Asia). By following the traditional pattern of globalization, first operating in countries with similar cultures and then expanding to the foreign market, they were able to have great international success (Burt, Johansson & Thelander, 2011). We will discuss in detail why IKEA strategies are so effective and why other organization should learn from their current success. IKEA’s Marketing There are generally four retail marketing items: merchandise, location and store format, the selling and service environment and market communication. Merchandise is the item you are selling to the consumer inside the store. In marketing terms, being creative and making the items attractive to lure customers into the stores......

Words: 2344 - Pages: 10

Premium Essay

Social Media Business Success

... Social media is a popularity tool for individuals and business. As an experiment in the infancy of globalization it has outgrown its original hypothesis’. If sites such as Facebook were their own countries, they would be placed in the podium of power internationally. (Divol. 2012) So, it would be safe to assume that star power is worth its, time spent creating. By publishing high quality work and building a massive amount of followers; your audience will share your information with their audience. (Gunelius, 2013) However, from a marketing stand point business can’t rely on social media alone. “If you spend all your time on the social Web directly promoting your products and services, people will stop listening. You must add value to the conversation. Focus less on conversions and more on creating amazing content and developing relationships with online influencers. In time, those people will become a powerful catalyst for word-of-mouth marketing for your business.” (Gunelius, 2013) This “ultimate change” to how society conducts business has only recently occurred. The introduction of the personal computer and the convenience it provides has taken the largest leap in company to consumer...

Words: 3508 - Pages: 15

Premium Essay

Loyalty Leader

...Monterey Sports Center Loyalty Leader Project BUS 323 Presented To: Sanjay Lanka Presented By: Jesse Olson Jeff Owen Kolby Teare Troy Blank Table of Contents Introduction 3 History of Company 3 Marketing Strategy and Promotion 4 Finance and Memberships 4 Suppliers 7 Human Resources 7 Hiring Process 7 Employee Empowerment 8 Organizational Development and Training 9 Operations 10 Technology and Software 11 Customer Service 12 Conclusion 13 Appendix 14 Interview Questions 14 References 15 Introduction For a business to be considered a leader in a given industry it takes a mixture of many different service industry tools. A loyalty leader is a company that delivers a quality service while maintaining a good rapport with customers, employees and the community as a whole. This includes, but is not limited to, excellent customer service, a healthy work environment, and a strong, positive reputation within the community. It is for these reasons that we have chosen the Monterey Sports Center as a loyalty leader in the Monterey area within the fitness industry. History of Company The Monterey Sports Center is a city building that was established in 1992. As a city entity, it is overseen by the City of Monterey’s council members and is a non-profit organization. When the facility opened it was roughly 40% of the size that it is today. It has expanded through grants and funding from the City of Monterey to include...

Words: 2648 - Pages: 11

Free Essay

Marketing of Discovery Point

...Marketing of Discovery Point Contest page Discovery Point in couple sentences 2 SWOT analysis 2 PEST analysis 3 Answers from marketing questionnaire 4 Marketing objectives 10 Marketing programme 10 Promotion plan 11 Media Plan 11 Press release 12 Discovery Point in couple sentences Discovery Point is the home of RRS Discovery, the ship which was built to take Captain Scott on his first expedition to Antarctica. With audio-visual shows, computer-based multimedia and displays of the actual artefacts of the crew this award-winning visitor attraction transports back in time to Antarctica in 1901. There is opportunity to learn about the men of Discovery and their amazing scientific discoveries. This is the story of Discovery from her beginnings in Dundee and Captain Scott’s remarkable Antarctic expedition, through her long ocean-going career until her final journey home. SWOT analysis Strengths Strengths Profitable organization with a well-known name and product line. Nice, well-trained staff. Reputation for creatively developing new products. Excellent locations makes this attraction visible for everyone. Profitable organization with a well-known name and product line. Nice, well-trained staff. Reputation for creatively developing new products. Excellent locations makes this attraction visible for everyone. Opportunities Opportunities New development of Waterfront and being in the one of the fastest growing area in Scotland can......

Words: 1655 - Pages: 7

Free Essay


...death has left a gap in my life ... and to my grandmother, Marianne Murphy, who I love deeply and whose strength and kindness have always pointed the way for me. uncopyright All content of this book are in the public domain. I hereby waive all claim of copyright in this work; it may be used or altered in any manner without attribution or notice to the me. Attribution, of course, is appreciated. To clarify, I’m granting full permission to use any content on this site, including the chapters of my book, in any way you like. I release my copyright on this content. While you are under no obligation to do so, I would appreciate it if you give me credit for any work of mine that you use, and ideally, link back to the original. If you feel like spreading a copy of this book, you may do so without payment. 2 full version This is the free version of this ebook, which can also be found at The full version of the ebook contains additional chapters: 1. creativity and practicing deep focus 2. finding stillness and reflection 3. how to start changes on a broader level 4. overcome the fears that stop you from focusing, by Gail Brenner 5. how to create a minimalist workspace to find focus, by Everett Bogue 6. how to take a digital sabbatical, by Gwen Bell 7. life lessons from tea rituals, by Jesse Jacobs 8. two ways to focus on the stuff that matters, by Michael Bungay Stanier In...

Words: 29269 - Pages: 118

Premium Essay

Child Abuse complete. Describe an experience with a difficult client. How did you handle the situation? What would you have done differently? Tell me about your greatest success in using logic to solve an engineering problem at a previous job. Give me an example of a time when you applied your ability to use analytical techniques to define problems or design solutions. What checks and balances do you use to make sure that you don't make mistakes? Do you have any patents? If so, tell me about them. If not, is it something you see yourself pursuing in the future? Why or why not? What engineering skills have you developed or improved upon during the past year? Which software packages are you familiar with? What is the most interesting thing you know how to do with one of these packages? What are you doing to stay up-to-date with the latest technology? Consultant Interview Questions What kinds of projects do you typically work on? What has been the focus of the last four or five projects you have worked on? What has been your average number of clients at a time? Do you tend to focus on one project, or do you handle a number of projects simultaneously? What steps do you take to ensure that you do not spread yourself too thin among your clients? How do you keep track of your progress during a project? We want to achieve savings of 20% in the next 12 months. How can you help us reach this goal? Walk me through the......

Words: 4256 - Pages: 18

Premium Essay

Paris Essay

...there are in a competitive environment. I plan to accomplish this goal through my ultimate formula for success, and that formula is hard work plus dedication equals success. One of my long term goals is to obtain a position at a firm that is forward thinking and proactively innovative. My ideal company will have extensive research in international business and make a positive impact on the global environment. I have gotten a chance to be employed for a company that was heading in this direction, and it gave me an idea of the kind of firm I would like to be employed for in the future. My previous position included many interactions with counterparts from Japan, Europe, and Mexico. I found this very intriguing; I had a feeling like I was keeping the world moving. My second long term goal is to develop my own company that I plan to have a firm that is rooted in the entertainment business because I have always been interested in the music and film industry. My primary focus would be in film, and music. To set myself apart from other companies I would have a very strong focus in Africa. I see the potential and talent in Africa. I feel like a lot of the world disregards the African entertainment industry, but there is plenty of opportunity. My business model will combine philanthropy, and entertainment. There are many less fortunate artists, and aspiring entertainers in Africa who need resources and support. I will able to changes and inspire...

Words: 1468 - Pages: 6