The Formula for Creating a Positive Chain Reaction with Your Customers and Clients To Win & Keep Them for Life
January 2, 2017 1 Comment
Introducing the Theory of Customer-Relativity
Treating customers, clients and guests like your close relatives will create lasting customer loyalty lasting many generations.
Following the customer theory of relativity formula can net your company a distinctive customer competitive advantage
Listen intently to your customers for improvement gifts in order to improve upon your product and service delivery
Discovering and fulfilling unmet customer needs is a golden opportunity for you to grow your business
Leveraging gathered insights can help you surprise & delight your customers by anticipating and pre-delivering (without having to be requested) on customer needs and preferences
Delivering on a company environment that drives a feeling of belonging, contentment, ‘connectedness’ will endear your customers to your company and brand and make them loyal for life
Mapping, analyzing and applying continuous improvement to the end-to-end guest experience on an ongoing basis will ensure each step of that experience chain is high quality and optimal
Top 3 Keys to Delivering an Exceptional Customer/Client Experience
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Hire passionate ‘customer ambassadors’ and empower them to drive your customer & client experience. These ambassadors are typically extremely difficult to find and are generally a 1-in-1,000 find, but if you know you have found one when many of your public reviews mention this person by name as delivering exceptional (family like) customer service.
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Adopt a customer/client first set of policies and practices that empower your entire team to make right any customer perceived imperfection, unmet need, etc. in the delivery of your products and/or services. This is similar of how you would go out of your way to ensure your relatives are comfortable when visiting as guests.
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To support #2 above, develop a listening & learning system to collect, retain and then deliver on expressed customer/client needs, wishes, preferences, etc. Ritz-Carlton does this extremely well with their guests and it shows in terms of attained customer satisfaction levels.