customer loyalty | Kaira Rouda

What is your secret sauce? Is it time to add a new ingredient?

By Kaira Rouda|2023-02-07T02:08:07+00:00February 19, 2009|Big Mac, customer loyalty, McDonalds|Comments Off

OK, I'll admit it. I can still sing the lyrics to the McDonald's Big Mac commercial: two all beef patties, special sauce, lettuce, cheese, pickles, onions on a sesame seed bun. Ta da! Did I get that stuck in your head, too? For McDonald's - and the rest of the kings of fast service restaurants - the key to success is consistent, quality delivery. You get what you ordered, what you are familiar with, whether you order a Big Mac in Big Sky, Montana, or in the Big Apple. That's why, on any given day in the US, one-fifth of the population eats fast food. If your business is following a consistency model like McDonald's, now's the time for extreme quality control. No slips, no skimps and you'll keep your customers coming back for more. But what if your business is based on unique products [...]

Don’t waste your dollars on non-believers.

By Kaira Rouda|2023-02-07T02:10:54+00:00January 15, 2009|customer loyalty, Jeni's Ice Creams|Comments Off on Don’t waste your dollars on non-believers.

You’ve heard the old saying, “The customer is always right.” Just keep in mind who your audience is. Not everyone is going to love your product or service. Those people are not your target audience, so don’t waste your time and dollars trying to win them over. Get to know your brand believers and what they expect from you. How? Ask! Test. Use comment cards or online surveys. Find out what you can do better—in every aspect—and let them know when you’ve made an improvement. Take Jeni Britton, president and founder of Jeni’s Splendid Ice Creams, for example. Her goal is to “surprise and delight” her customers. And she does it through lavender and wild berries, coriander and raspberry, and Savannah buttermint ice cream flavors (to name a few). Not only are her flavors fun, but they’re also healthier than other ice creams. Jeni says [...]