Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
CyberSchmooz
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide



Customer Retention

PAGE 3
Take a Lesson from the Airline Industry

Airlines have learned that on-time departures are important to customers. Obviously, if a flight is delayed, this can lead to missed connections and other complications for customers. To boot, waiting to board a plane that should have taken off two hours before is flat-out not fun. Unfortunately, many airlines have measured this on-time issue by success in meeting the time the plane is supposed to leave the gate, not "wheels up." The result? Some passengers spend several hours waiting for takeoff in the cramped confines of a grounded plane!

Airlines have no desire to reduce gate use. Airports want to get as much use of their runways as they can and often overbook flights. As an engineering friend in the aviation field mentioned to me, you’d think the number of aircraft would be the limiting factor in deciding how many flights can be made. In fact, though, it’s the number of runways and locations to takeoff and land from. The end result is the airlines pack more and more people into the airplanes on time, and the airplanes leave the gate on time. Then, the passengers wait....and the airplane doesn’t take off.

The lesson is don’t become so focused upon one measure of customer satisfaction that it blinds you to common sense and to other factors which will conspire against it.

To get some great examples of "measuring sticks" for your customer retention research, go buy First, Break All The Rules, What The World’s Greatest Managers Do Differently by Marcus Buckingham and Curt Coffman.

What Gallup Says Customers Want -- Food for Thought

Incidentally, First, Break All The Rules, What The World’s Greatest Managers Do Differently mentions that Gallup has interviewed over a billion customers in an attempt to identify what customers want. Gallop has summarized customer desires into four key points:

  • Accuracy -- If a customer orders soup at a restaurant, he expects to get soup, not French fries.
  • Availability (Service) -- If the customer wants her check, she shouldn’t need to wait an unnecessarily long time before getting the waiter’s attention.
  • Partnership -- Customers want to feel employees are listening to and understanding them.
  • Advice -- Customers want you to help them solve their problems.

How each of these will play out within your individual company is different, however. How do your customers define Accuracy, Availability, Partnership, and Advice? When customers tell you what they want, into which of these broad categories does the desire fall? continued

Page 1 - 2 - 3 - 4

Google      

Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2021, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.

 

 



 

Meet the Idea Cafe Experts

Got biz questions of your own brewing? Go post 'em in Idea Cafe's CyberSchmooz.