Thank You and Happy Thanksgiving!

It’s Thanksgiving again. I can’t believe how quickly the year has flown by. I want to take this time for my list of things I’m thankful for.

- I’m thankful that my blog is being read and that it keeps me on my toes. Although I’m not as structured with my writing as I’d like to be, it has kept me busy with reading about reference programs.

- I’m thankful that a year after my back surgery I’m back (no pun intended) full force.

- I’m thankful that I have awesome teammates at work and that we support each other, laugh with each other and teach/learn from each other.

- I’m thankful that after many long years, lots of blood, sweat and tears, the employees at the company I work for have finally seen us go public!

- I’m thankful that I have taken up improv and have had many nights filled with laughter and pushing myself more than I thought possible.

- I’m thankful that my oldest brother finally married his beautiful bride and that I “acquired” three amazing new nephews by the marriage. I’m also thankful that they have an incredible little brother who will be the test of my brother’s patience 

- I’m thankful for all the time I get to spend with my three beautiful nieces and for my four very boyish nephews.

- I’m thankful that my family is happy, healthy and that we’d still do anything for each other.

- I’m not thankful that my Uncle Pat left us, but am very thankful that he left us quickly and painlessly.

- I’m thankful to be surrounded by amazing people whom I learn from every day.

- I’m thankful that I have the best job in the world.

- I’m thankful that it’s Thanksgiving and I get four days off work!

Happy Thanksgiving to you all.

Hidden Charges Do Not Equal Customer Loyalty

I recently read this article in the New York Times called “Verizon: How Much Do You Charge Now?” by David Pogue and it doesn’t bode well for any company.  Customer loyalty is based on treating customers well and consistent hidden charges doesn’t help build it. 

In an extremely competitive market, do companies need to keep charges likes this to make them profitable?  Is it justified? What do you think?

“Things to Think About” for the Reference Professional

#crlp Let your customers help you sell your products.  If they’re happy with what you’re giving them, they will be your best sales people.

“Things to Think About” for the Reference Professional is a weekly blurb to get you thinking. You can find content here on this blog or at Twitter under the hashtag for Customer Reference and Loyalty Professionals #crlp.

14 Steps to Running a Customer Reference Program

For those starting a customer reference program or those who have been tasked to take over a reference program and have no idea what to do, “The Customer Reference Handbook” is a must read.  Written by Boulder Logic and Big Sky Communications , it’s a great practical approach to those who are new to the field of customer references.

Although there is no one way to run a reference program, this is a great handbook on how to get started – and that’s usually the hardest part. I could have used this handbook 10 plus years ago when I started my first program from scratch.

For those who have started the program and have experience, it’s probably not the best read for you, but there’s never anything bad about a refresher course.

Stay tuned for my comments via blog post on some of the 14 essays in this handbook.

Do you have other tips for running a program or how not to run a customer reference program?

“Things to Think About” for the Reference Professional

#crlp When you tell a customer you’re going to do something, do it.

“Things to Think About” for the Reference Professional is a weekly blurb to get you thinking. You can find content here on this blog or at Twitter under the hashtag for Customer Reference and Loyalty Professionals #crlp.