loyalty

Making a Connection with your Customer

Posted on by

Around Thanksgiving last year, I decided to take advantage of a sale at a popular online gaming company. After researching various titles I might enjoy, I settled on a game and purchased it through the store. The game installed fine, but wouldn’t allow me to start a new game.

I don’t have a lot of patience when it comes to troubleshooting games. Games should be a break from work. I enjoy a good RPG such as Diablo that I can play with my sons or daughters. When this new game wouldn’t launch, I searched Google for help, but after a few hours, I hadn’t made any progress.

Tale of Two Micro-Engagements

Posted on by

As I’ve mentioned before, I live in Southern Utah. But I travel to the offices of Puget Systems a few times each year. This gives me the opportunity to interact with a number of companies over a short period of time. Some marketers call these short interactions with customers micro-engagements. They might be short in duration, but smart companies understand how important they are in keeping customers happy.

Loyalty

Posted on by

About six months ago, a new grocery store opened a few blocks from my home. On my first visit, I was handed a loyalty card and told to attach it to my key-chain, which I did without much thought. The checker explained that rewards would automatically appear on my card depending on how much I spent at the store. She also mentioned that using my loyalty card would give me a discount at their gas station.

A Race To the Bottom

Posted on by

I’ve been a customer of DirecTV for just over 14 years.

Yesterday, I called DirecTV and cancelled my account. To their credit, they didn’t hassle me very much, and only read off a script a few times to remind me that DirecTV is better than anyone else.

Let’s perform a little back of the napkin math: $100/month for 14 years comes out to just under $17,000. I’ve also recommended DirecTV to a number of friends and family bringing that total much higher.

First Impressions

Posted on by

I recently had two experiences while shopping for groceries that I want to share. I do most of the grocery shopping for our family in the evenings when the crowds are lighter and the kids are in bed.

I decided to try the largest grocery store in the area. Inside is a deli, bank, pharmacy and coffee shop. This store is open 24 hours. I entered the store around 9 pm, grabbed a cart and made my way down the aisles. I was especially impressed with the bakery, but when I got to the produce area, I noticed most sections were covered with large tarps. It felt like a game of hide-and-seek trying to find the gala apples and seedless grapes, but I managed to find what I came for and headed towards the checkout stands.

One Customer At A Time

Posted on by

Last summer I took my car to the local self-service car wash and was surprised when a man approached me as I toweled off my car. Dressed in cowboy boots and accompanying hat, he introduced himself as the new owner of the car wash.

He explained that the previous owner had provided very little in regards to whom his customers were, so he decided to spend his days meeting them face to face.

After we chatted for a few minutes, he extended his arm to shake my hand and thanked me for visiting his business. This is not something I’m accustomed to. If the vacuums aren’t clogged and there’s plenty of foaming soap on the brushes, I’m generally satisfied.