Loyalty comes from doing the hard work of making a business better in the customer’s eyes. The best strategy for customer loyalty is to focus on creating as much value for the customer as possible. Trust is valuable.
The only strategy for winning customer loyalty is to focus first on the customer and let the loyalty just happen. When it does, it’s more natural, more credible, longer lasting and (listen up bean counters!) more profitable. If your focus has been on the balance sheet in an effort to increase profitability, it is time to shift your focus.
Start with you Customer Focused Mission.
Use the Customers’ REAL needs as a filter for all your systems
Improve it all inch by inch … the Kaizen way
Then measure with a balanced measure system: customer feeling and customer output …
