Leadership

Customer Loyalty Update

By Dominic Willett ⋅ ⋅  Email This Post ⋅  Print this post ⋅ Post a comment

I received a comment from Jim Kane of the Brookside Group. He added some much appreciated notes to the article I released earlier today, I wanted to share it with you because I feel that it very much increases the value of the previous article. Thanks Jim for taking the time.

Dominic,

Thanks for the mention in your post today. If I can add two things that might also help your readers:

1. The benefits of creating loyal relationships are not limited to customers and clients. They also pertain to strategic partners, vendors and suppliers, investors, members, readers, sponsors, patients…you name it. When you build loyal relationships, not simply satisfied ones, you are given more opportunities - more business, better pricing, better terms, greater retention, greater frequency, vocal advocates and supporters, etc. But you also benefit in a manner often overlooked and undervalued: loyal relationships are more forgiving. They allow you to make mistakes without abandoning you and taking their business somewhere else.

2. When putting these six loyalty behaviors in place, remember that the first two, Competency and Integrity, are important (your relationships need to know that you can deliver the product and/or service you promise, and they need to know that you are treating them fairly and honestly), but being competent and having integrity is not enough to build true loyalty. For that, you need to focus on their personal needs more than your own. Recognition is seeing them as individuals, not demographics or market areas. Proactivity is anticipating their future needs, not simply responding to their current request. Savvy is understanding their world and the challenges they face every day. Doe you really know what they are thinking, feeling and needing? Finally, Chemistry is about creating enjoyable experiences through both personal and virtual (web) interactions.

Good luck with your blog.
Jim

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Written by Dominic Willett - Speaker, Author, Consultant - Visit Website
Posted on businessatwar.com

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