Earning Customer Raves: Make These Five Decisions, and Customers Will Grow Your Business for You
When you make decisions that respect and honor customers, you will earn their admiration and, eventually, their love. Then customers will begin to grow your business for you.
When customers love you, they'll not merely turn to you when a particular product or service is needed, but they'll turn to you first, regardless of the competition. They will tell your story, forming an army of cheerleaders by urging friends, neighbors, colleagues, even strangers.
At Yelp, Facebook, Epinions, Twitter, chat rooms, and hundreds of other websites that give customers a forum for their opinions on their experience with companies, people are not bashful about describing how they feel when they are treated well.
Customers who love you won't be able to stop raving about you. But you need to earn the right to their story first.
Rather than giving a one-size-fits-all solution (because there isn't one), my goal is to encourage you to evaluate how you make decisions in five categories.
That evaluation will help you understand what you are telling customers every day—via the actions that come from your decisions—about who you are and what you value. And it will help you correct your course, if it needs correction.
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Comments
This is a great article... I will take a look at the full book! Thanks for sharing. I have always felt that "if you treat a customer like you'd treat your mom/dad or yourself" then you have found a good platform for customer service and quality. Such a basic principle can go a very long way.
This is a great summary. this is exactly why companies like Zappos ride to the top of the food chain so quickly. Customer adoration! It is all very simple...just not easy! Our small company strives for this daily and it can be a long process to see the results but when you do, it is not only good business but very satisfying and fulfilling as a business owner!
Dan and Kevin,
I'm glad you liked the content. What you've both said is EXACTLY the reason I wrote this newest book. In it, I really wanted to get behind the scenes of what we all talk about in these "beloved" companies and find out what makes them get to that place. Turns out, its how they steer decisions. It's the angst and determination and deliberate manner in which they will and will not run their business.
Kevin, you said it well, easy to say, hard to do. That's why the book is broken down into five decisions of actions. You need to really deliberately steer the operation toward giving people the ability to believe - with clarity of knowing how you serve customers - by letting people connect genuinely as human beings - by starting with the customer not the product or service or whatever you want to sell - and by realizing that when things break it's your opportunity to make the bond stronger.
Hope you'll "believe" in these ideas, and buy a copy of the book.
Here's the first chapter to get you started! http://customerbliss.com/pdf/Chapter%201%20I%20Love%20You%20More%20Than%20M...
Happy Holidays! Jeanne