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Seven Secrets of Driving Customer Loyalty – and Profits
In these rough and recessionary times, it’s important to escape the commodity pricing wars and to find ways to strengthen the marketing backbone of your company. The most reliable and affordable way to achieve both these goals is by building a strong personal bond with your customers. Loyal customers see you as more valuable than a mere commodity purveyor, and can serve you as a powerful marketing arm, going out of their way promote and defend your company online and off – for free. Here are seven ways to get process started of building customer loyalty.
- Did you shine that doorknob? Research shows that customers remember the first and last minutes of a service encounter much more vividly – and for much longer – than all the rest of it. Make sure that the first and final elements of your customer interactions are particularly well engineered, because they are going to stick in the customer’s memory.
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About the Author
Micah Solomon is the co-author with Leonardo Inghilleri of Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization
(AMACOM Books) and President of Oasis Disc Manufacturing. His free online resource site for customer service advice is CollegeOfTheCustomer.com.
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Thank you for this useful summary — and I encourage your readers to catch a live talk with Mr. Soloman as well.
I heard him speak at a conference recently and he is certainly a premier voice of our age on creating a customer experience that supports customer loyalty — and ultimately, corporate profitability and earnings sustainability.