John Larson

#CustomerLoyalty expert & strategic business consultant focusing on #loyalty & #profitability. Author of & founder of John Larson & Co.

[John Larson @captureloyalty]

Myth 4: “You Improve #Customer Satisfaction by Enhancing Perceptions Among Dissatisfied Customers”
Reality: The difference between “Typical” & “Best in Class” is the number of Satisfied Customers.
Achieve better #CustomerSatisfaction by converting 4s into 5’s. #CapturingLoyalty

[John Larson @captureloyalty]

Listen up — a #loyal customer will spend more but you need to earn them. And @megzgold from @npr thinks audio is the way to go for your consistent brand messaging. https://t.co/Z6z3IvChSA

[John Larson @captureloyalty]

How will you build #customerloyalty in 2019? I agree with @yotpo; programs need personalized #customercare and #referral incentives. https://t.co/A4AH2grUUY

[John Larson @captureloyalty]

I’m with @forbes on cultivating your inner leader — build #trust and implement employee #feedback to increase #loyalty. https://t.co/iL76ffsTgY

[John Larson @captureloyalty]

Want employee cooperation to be in ship-shape? Empower middle management and read my article in @industryweek to learn more. https://t.co/TnoVP5FVHL

[John Larson @captureloyalty]

I agree with @drjohnhillen from @forbes. You want to #lead? Here’s what you need — #feedback, #communication, and self-awareness. https://t.co/QFzawah0WX

[John Larson @captureloyalty]

#Transparency, incorporated feedback, and shared results are all key elements to organizational #change. Check out the #nursing article below to see what happens when we listen to our #informalleaders.
https://t.co/BKEclWPkdm

[John Larson @captureloyalty]

Today is about #giving and creating meaningful #memories. From my #family to yours, #merrychristmas.

[John Larson @captureloyalty]

Dropping grinchy clients like a lump of coal is OK. Focus on building #relationships with your satisfied customers to boost overall #clientlove.
https://t.co/OvKqvKUYM3

[John Larson @captureloyalty]

Last minute shoppers? Give them a warm #seasonsgreetings at the door to increase sales and your #customerloyalty. Learn how in my @adweek article below.
https://t.co/GNZ3pJwFT9

[John Larson @captureloyalty]

Fully enabled #employees are best positioned to confidently focus on developing relationships that bring #customers the most satisfaction.

[John Larson @captureloyalty]

The benefits of #CustomerLoyalty are many, but as @TeamSupport points out, loyal #customers find #price fluctuations more tolerable. https://t.co/HJw7ojF3AY

[John Larson @captureloyalty]

#Personalization in #LoyaltyPrograms goes a long way towards building the trust necessary for long-term relationships. https://t.co/4E7XnPr41d

[John Larson @captureloyalty]

#CustomerLoyalty comes from relationships. If your forward-facing employees are always turning over, these relationships don’t develop. I strongly advise companies to avoid moving employees around & make sure #EmployeeSatisfaction is a top priority. https://t.co/Y7n0l86O5U

[John Larson @captureloyalty]

#Customers are more likely to buy and spend more at the store when they are greeted & walked to an item. To execute this correctly, #retailers need to staff up, especially during the busy #HolidaySeason! https://t.co/1EGUXgrIZQ

[John Larson @captureloyalty]

While the number of interactions #customers have with brands will continue to increase, it’s good to hear that human contact will still be a critical part of #CX in 2019. https://t.co/tKEB7Fcyqu

[John Larson @captureloyalty]

#CustomerSatisfaction comes from reducing the variability eliminating all risks when doing business. Once a #customer is loyal, price becomes less important

[John Larson @captureloyalty]

If frontline personnel do not fully understand their roles and how to perform them, then #customers will experience a greater degree of variability. When you know higher #satisfaction comes from consistency, variability is a problem.

[John Larson @captureloyalty]

Patient navigation systems can increase #hospital profitability if set up right right way. As part of the patient experience, #healthcare facilities should always find the most important factors in increasing patient satisfaction. | @BeckersHR https://t.co/359cUR3yrt

[John Larson @captureloyalty]

When the CEO speaks, everyone listens… but do they do what the CEO wants? Not without the proper motivation from #InformalLeaders, the unsung heroes of #change. https://t.co/9kachVuind

[John Larson @captureloyalty]

By consistently delivering on your value proposition to your #customers, you ensure they will feel confident every time they purchase with you. That confidence is what establishes #CustomerLoyalty.