Tuesday, June 26, 2007

 

Welcome home

Making your customers feel special often doesn't take much. Sometimes, just two words will do it.

Many companies attempt to create customer loyalty by building large, complicated loyalty programs - often essentially paying their customers to stay loyal. These programs take months to plan, build and launch - then often are over the top, too complicated, and not really hitting home with customers.
On the other side of the spectrum, take this story about an experience with U.S. Customs. Very different, but with the same goal in mind.

What are you doing to help make customers loyal to your company, products and brands? Despite the success of your current retention and loyalty programs, what simpler things could you execute - today in your organization - that could have an equal effect on customer satisfaction?

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