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Will You Add? - Generating Customer Loyalty
We all know them. Perhaps you are one (I am!). What makes people love what they do and others hate it? Why are some seemingly lucky enough to get up and do what they love each and every day; while others struggle to get out of bed and count the seconds until they can go home?Have you ever had a job that you hated, while a coworker loved the same job? Come on, be honest. Maybe you are in that situation now. I’ve been there. Did they look at you like you were crazy when you admitted that you didn’t, in fact, share their passion? There’s just no way explaining to
That’s right, a wimp: a poor performing weakling among a group of muscle-builders. Did you slap it together in an attempt to get the Yellow Page rep off your back or was it something that they suggested? How do you know if it is competitive or not? You need to understand these things way before you place the ad.You have a lot at stake. There’s all that money you are spending annually. Then there is the need to bring in new customers. You are also reminding all your referrals and existing customers that you’re still around. And don’t forget the type of image you are gen
1. It is necessary to understand the importance of empowerment and the critical role of individual initiative. It can be summed up in a one-word motto - THINK. It is important for us to be disciplined in order to live out this motto everyday in our interactions with customers.
2. Client by client, we need to set targets for penetration, development, and growth. We need to use specific, detailed, and integrated customer data.
3. A challenge is to assemble, integrate, and retain talented people who can stay at the forefront of new paradigms and techniques that affect our customers’ business. Good ideas today are a dime a dozen. Brilliant concepts and practices are disseminated with stunning speed. Competitive benchmarking and best-practice studies have become standard elements in most organizations. But what is still in short supply, is the ability to effect change, to get things implemented, to make things happen. That is the value provided by being a customer- intimate company. Proof of our value is found only in results. The most cherished reward is a prize from a customer recognizing that our company has played an instrumental part in their success.
Stories abound in various companies about employees who have gone above and beyond the call of duty for their customers. An example is a story about the Four Seasons Hotel doorman who found the briefcase of a guest who had already checked out. Assuming that it contained important papers, the doorman rushed to the airport, caught the next air shuttle, and delivered the briefcase to the forgetful fellow. Heroic? Well, yes. More important, though, the story adds to the mythology that typifies the
Your marketing division – maybe that’s you? – has two major jobs to do for your company:find new customershang on to existing customersBoth of those jobs can be a major challenge. Trying to do both of those jobs on a budget is an even bigger challenge. Advertising is the usual answer to finding new customers, but advertising can be expensive – often prohibitively expensive. Worse, it's usually difficult to tell just how effective your advertising campaigns are. The best that you can usually do is measure sales before and after a marketing campaign, but ev
1. It is necessary to understand the importance of empowerment and the critical role of individual initiative. It can be summed up in a one-word motto - THINK. It is important for us to be disciplined in order to live out this motto everyday in our interactions with customers.
2. Client by client, we need to set targets for penetration, development, and growth. We need to use specific, detailed, and integrated customer data.
3. A challenge is to assemble, integrate, and retain talented people who can stay at the forefront of new paradigms and techniques that affect our customers’ business. Good ideas today are a dime a dozen. Brilliant concepts and practices are disseminated with stunning speed. Competitive benchmarking and best-practice studies have become standard elements in most organizations. But what is still in short supply, is the ability to effect change, to get things implemented, to make things happen. That is the value provided by being a customer- intimate company. Proof of our value is found only in results. The most cherished reward is a prize from a customer recognizing that our company has played an instrumental part in their success.
Stories abound in various companies about employees who have gone above and beyond the call of duty for their customers. An example is a story about the Four Seasons Hotel doorman who found the briefcase of a guest who had already checked out. Assuming that it contained important papers, the doorman rushed to the airport, caught the next air shuttle, and delivered the briefcase to the forgetful fellow. Heroic? Well, yes. More important, though, the story adds to the mythology that typifies th
Memorabilia, souvenirs, mementos, monograms- our society treasures them. We are collectors. We emboss, engrave, customize, and personalize. We give so many gifts in our day to day lives for just about any occasion. And, we enjoy receiving gifts. We embroider blankets for weddings, bibs for babies, dog bowls for pets, backpacks for children, and golf bags for adults.Items such as these are also given out regularly by businesses as promotional marketing products. But, do many of these entities know that there is a way to give them out to elicit maximized responses?
2. Client by client, we need to set targets for penetration, development, and growth. We need to use specific, detailed, and integrated customer data.
3. A challenge is to assemble, integrate, and retain talented people who can stay at the forefront of new paradigms and techniques that affect our customers’ business. Good ideas today are a dime a dozen. Brilliant concepts and practices are disseminated with stunning speed. Competitive benchmarking and best-practice studies have become standard elements in most organizations. But what is still in short supply, is the ability to effect change, to get things implemented, to make things happen. That is the value provided by being a customer- intimate company. Proof of our value is found only in results. The most cherished reward is a prize from a customer recognizing that our company has played an instrumental part in their success.
Stories abound in various companies about employees who have gone above and beyond the call of duty for their customers. An example is a story about the Four Seasons Hotel doorman who found the briefcase of a guest who had already checked out. Assuming that it contained important papers, the doorman rushed to the airport, caught the next air shuttle, and delivered the briefcase to the forgetful fellow. Heroic? Well, yes. More important, though, the story adds to the mythology that typifies th
Do you want to get a promotion and make a lot more money? Do you want to be recognized for your hard work? Do you want to keep your job and not be downsized? In fact, do you want to know the secret to be Upsized? The most important skill you will ever learn is how to study and understand Office Politics.Office politics play a very important role in whether you get a promotion, an award, the job that you want, or the compensation that you receive. Virtually every aspect of your professional career is influenced by social politics. The proper understanding of the
Stories abound in various companies about employees who have gone above and beyond the call of duty for their customers. An example is a story about the Four Seasons Hotel doorman who found the briefcase of a guest who had already checked out. Assuming that it contained important papers, the doorman rushed to the airport, caught the next air shuttle, and delivered the briefcase to the forgetful fellow. Heroic? Well, yes. More important, though, the story adds to the mythology that typifies th
Two years ago Jeff was a discontented software developer. His work left him frustrated and mentally drained each day. His performance reviews were generally positive, but always noted a lack of genuine interest or motivation. He agreed completely with these reviews. Following a specific aptitude test and some coaching, Jeff understood the reason and set his sights on becoming a systems administrator…and he’s never looked back.Jeff’s feeling that there was something missing in his career is all too common. Despite the money, the telecommuting—and even the sandals—a
The point is that this mythology supports a strong culture, one that tells employees: Do whatever it takes to please the customer!
Ways of Showing Customers Our Loyalty
1. Be a Communicator
Establish an ongoing customer information system that acknowledges the need to obtain and distribute information. Explain services available to them in language they can understand.
2. Be Reliable
Take full responsibility for customer satisfaction and for the quality of the product or service provided. Be consistent and dependable.
3. Be Responsive
Show your willingness and ability to provide prompt service.
4. Be Credible
Be trustworthy. Fulfill on promises and meet every requirement. Keep confidential all critical information shared.
5. Be Accessible
Provide ease for contacting. Be available and flexible when changes are necessary.
6. Be Competent
Know and understand the customer’s requirements and expectations. Ask questions.
7. Be Courteous
Show respect and friendliness at all times. Be appreciative - thank them for their business, for thorough instructions about a project, for a properly prepared disk, etc. Use various means to communicate your appreciation - a verbal acknowledgment, a card or note, a small token of thanks, etc.
8. Be Proactive
As an advocate for the customer, act as a partner and walk in their shoes. Identify potential problems and be innovative in creating options and solutions.
9. Be Professional
Appearance of physical facilities and personnel is critical - customer perceptions are easily influenced.
10. B
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Related Articles:
The Three Pillars of Corporate Performance Management for the Insurance Sector
Selling Yourself to a Prospective Employer
Personal and Organizational Leadership
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