by Mary Beth Matteo, Founding Director, S. Dale High Center for Family BusinessWe all know that during tough economic times we’re advised to stay close to our customers but what does that mean, exactly? What’s the difference between customer satisfaction and customer loyalty?
Sam Geist, business expert, cites ten facts of life to improve customer loyalty:
Mass marketing is OUT
Marketing to a Customer of One is IN
Price, Quality and Service are OUT
Value-Added is IN
Monologuing is OUT
Dialoguing is IN
“If it doesn’t seem broke-leave it alone,” is OUT
“If it doesn’t seem broke-check it out anyway”, is IN
Knowing all the answers is OUT
Asking the right questions is IN
Sum & Substance: Business relationships depend on many of the same success factors as personal relationships. In this business climate, it makes sense to invest in your business relationships.
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