To be more responsive to customer needs, emphasize customer satisfaction, develop closer relationships with their customers and flatten the management structure, some companies have adopted Customer Teams or Customer Focus Teams. These are cross-functional, customer focused teams that exist to provide customers a one-stop shopping service.… Read the rest
The August issue of the Quill has several articles on the need and reason for developing customer loyalty. Now let’s begin to look at some of the concepts involved in the customer loyalty development process.
A point of connection is every time a customer or potential comes in contact with you, your employees or your firm. It may be personal, as is the case with employees; or it may be physical, like the appearance of your building. To develop loyal customers, every point of connection must provide a positive emotional experience. Let’s look at two examples of these emotional experiences… Read the rest