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.
When you make decisions that respect and honor customers, you will earn their admiration; eventually even love.
Then customers will begin to grow your business for you.
I Love You More Than My Dog, is a reminder that people are bound by emotion to the things they love. They are bound by emotion to behaviors they love. What binds dog lovers to their pets is the constant devotion they receive from them:
- a warm welcome
- caring nature
- selfless actions
All character traits we value in people, especially when we come across the them in business.
When customers love you, they will:
- Turn to you when a particular product or service is needed.
- Turn to you first, regardless of the competition.
- Tell your story, forming an army of cheerleaders and publicists urging friends, neighbors, colleagues, even strangers to experience your company.
People are not bashful to tell stories about how they feel when they are treated well.
Customers who love you won’t be able to stop raving about you. But you have to earn the right to their story first.
So many companies want to know, “How can we get there?” or “How do we achieve a state of being loved that way by customers?” The answer is this: The decisions you make will take you there.
Making the five decisions will help you to earn the right to have your story told. The decisions will drive the behaviors customers love.
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
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