Customer loyalty is at an all-time low. On the plus side, this means that competition is fierce. Fierce competition has a tendency to shake out the dross. No dross drives good organizations to either play their best game or fail.
Exciting, isn’t it?
It is a terrific time to win new Customers. There’s just one problem: They’re not new Customers, even if they purchase from you. Today, tomorrow, and for the foreseeable future, every Customer is actually a Prospect.
Prospects must be won over each and every day, with every at bat, over and over again, no matter how many times they purchase from you.
Again, the good news is that organizations that deliver the 3 Expectations (Zero Defects, Timeliness, Personalization) have the opportunity to win unprecedented market share.
The bad news? Those that don’t will lose it.
Auto Sizing
Subscribe to:
Post Comments (Atom)
When Slippage is Bad
Slippage is the practice of offering something - a discount coupon, a voucher for future service, a cup of coffee, etc. - knowing that a lar...
-
Errors happen, and one complaint screams louder than thirty compliments. To turn a negative into a positive: An angry Customer wants to kno...
-
When you hire someone, make sure that they're smarter than you are. If they're not, why not just do it all yourself? If you want you...
-
Stop me if you've heard this one: "For your organization to be successful, once a decision has been made about another manager'...
No comments:
Post a Comment