Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

Excerpt

The best thing you can do for your business right now has nothing to do with new technology, economies of scale, or first-mover advantage.

It's something simpler.

It's something more dependable.

The single best thing you can do for your business is to build true customer loyalty, one customer at a time.

Everything changes when a customer becomes a loyalist. To the truly loyal customer, you are the only shop in the marketplace. All the other brands and all the other vendors don't even come into focus. Like someone in love, the loyal customer only has eyes for you.

Few businesses realize how valuable customer loyalty is, and even fewer know how to achieve it consistently. But a company of any size can build great wealth and stability through customer loyalty. Businesses with loyal customers grow faster than others when times are good, and they have the most breathing room when times are bad.

At its root, creating loyal customers is about taking the time to learn about your customers individually and then using simple systems to turn that knowledge into enduring business relationships. In doing so, you . . .

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