This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog.
Customers are assets to be cared for and nurtured.
Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships.
The formula for success is: Belief + Investing = Growth.
Beloved companies believe their customers and employees.
This trust enables a company to encourage innovation and partnership. A beloved company gets rid of the extra rules, regulations, and policies; they eliminate the barriers between customers and employees. Employees are free to create moments of truth and deliver a unified customer experience.
- Find ways to give customers confidence and a lasting impression that they have found a place where they are trusted.
- View your business as a service that is based on a reciprocal trusting relationship.
- Free customers of extra rules, policies, and layers of bureaucracy.
- Replace fear and suspicion with partnership and trust.
Deciding to believe customers comes down to trusting them and treating them like you really value them.
About Jeanne Bliss
As “Chief Customer Officer” for Lands’ End, Mazda, Coldwell Banker, Allstate, and Microsoft, Jeanne got “customer” on the strategic agenda, earned 98% loyalty rates, and changed experiences across 50,000-person operations. Jeanne now runs CustomerBliss to create an actionable path for profitability and business growth -- through earning customer and employee raves. Her best-selling books are Chief Customer Officer and I Love You More than My Dog: Five Decisions that Drive
- Web |
- More Posts (64)
