17 February 2011
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Comments: Comments Off on Ask your Customers – They will appreciate it – and it may correlate to more loyal Customers!

Ask your Customers – They will appreciate it – and it may correlate to more loyal Customers!

In the highly competitive global economy all suppliers are seeking differentiation. Through our loyalty assessment efforts with clients we are experiencing an interesting and profound discovery; customers appreciate suppliers who reach out to them for ongoing feedback and make this part of the relationship management process – it has the most impact when suppliers share back (close the loop) with their customers on the results of their survey efforts and their plans to create an extraordinary experience for their Client (and they do) – maybe not in those exact words – but with this intention! 

What is becoming more profound is that the act of requesting feedback in itself may be having a direct impact on creating more loyal customers. A genuine concern for (empathy) and connection with the customer impacts the long-term loyalty of the relationship. It appears to be directly related to creating a more “easy to do business” with environment for the customer – it certainly provides the insights to a supplier from a customer perspective on what the supplier needs to do to create an easier to do business environment.

Listen – Plan – Execute…

  • High-Wide-Deep Feedback
  • People – Business—Organizational Dependencies
  • Close the Loop with customers
  • Relationship not just event assessment
  • Do something about it
  • Measure progress on a regular basis
  • How can a customer be a strategic customer when you are not listening to them?
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Customers need you to help them get there – succeed! And they may not realize it!

Dennis