Customer Loyalty is All that Matters
January 8, 2014
20 Questions about Customer Service
January 8, 2014
This blog is about a community of people who want to “explore new ways of creating Customer Loyalty.”
I contend that: a) the concept of “customer service” is tired and not strong enough to keep customers loyal; b) our top-down view from management is flawed and broken; and c) it is time for a whole new way of thinking about how we engage and motivate our Customers/ Users, as well as our Employees. The top-down organization will need to become bottom-up. An organization’s future well-being is dependent on interactive engagement strategies for both their Customers/Users and their Employees.
CULTURES BUILT ON CONTINUOUS FEEDBACK DRIVE LOYALTY
The current financial crisis happening in the U.S. and the rest of the world has many implications for business. But, in the end, keeping your current Customers and best Employees will be the most important priority you will have. I believe that the current level of service most businesses provide is not enough, and that successful businesses in the coming years will be adding a whole new dimension to their customer relationship efforts.
The way to keep loyal customers is to create a “community” of employees and customers that extends far beyond what we now experience with “professional customer service.” The future will demand an interactive, engaged community of employees and customers that care for each other and provide continuous feedback to improve the health of the business.
In upcoming months, I will be writing a series of articles about this new “Customer Loyalty Experience System,” describing from my past work experiences how this concept – gaining greater Customer and Employee Loyalty – is more than just giving an extra discount. I look forward to you joining me in this discussion. You can comment on each of the chapters of the discussion or you can post your own thoughts and stories.
I encourage you to pass this blog link on to anyone who shares an interest in this issue. It is important that we believers become our own community – so we can look back on this effort a few years from now and know we helped many organizations come to believe in a different way of relating to Customers/ Users and Employees – and it made all the difference.
