This is an excerpt form my book: Customer Satisfaction is Worthless, Customer Loyalty is Priceless.
Recruit loyal customers one at a time one day at a time.
Suppose you decided to make one customer ecstatic every day. What would happen?
Well, the first few days nothing.
Then after a week or two, people would start to call and reorder. You’ll start to get thank you letters, unsolicited referrals, and things that prove the customer you made ecstatic was breeding their loyalty. People in your company would be having fun (heaven forbid) making customers feel great.
Let’s define “ecstatic.” Here’s examples of “howto”
Select at random “The Customer of the Day.” An award that’s a complete surprise and gives you and the customer a reason to celebrate.
Award a plaque or certificate and a nice gift. Something they’ll keep on their desk (like a CLASSY coffee mug with your name on it AND theirs.
You offer special pricing, freebies, discounts, lunches whatever it takes to get him or her talking. And they will talk.
Now let’s say that every person in your company was on the same program make one customer ecstatic every day. The concept doesn’t seem that complex or expensive. Wouldn’t take that long either just spend a few extra moments and do a few extra things for ONE customer a day.
But the concept, when applied to the numbers, is staggering. If there are twenty people in your company, that would be 100 customers a week. Five thousand two hundred customers a year. WOW.
The easiest way to breed a loyal army is to recruit them one at a time here’s the magic answer have every person in your company who talks to customers “make one customer ecstatic every day.”
This is one of the most real and simplest answers in the world of service. And the best part is that you can begin to do it right now on your own. You see, you don’t need permission from a boss to make a customer feel great.
FREE GitBit… The Loyalty Building Formula. The 6.5 solutionoriented things you need to do that will get you on the path to measuring loyalty. Just go to www.gitomer.com click Free Stuff the click GitBit register and enter the secret word, “LOYAL!”.
Jeffrey Gitomer is the author of The Sales Bible, and Customer Satisfaction is Worthless, Customer Loyalty is Priceless. President of Charlottebased Buy Gitomer, he gives seminars, runs annual sales meetings, and conducts training programs on selling and customer service. He can be reached at 704/3331112 or email to email@example.com
1999 All Rights Reserved Don’t even think about reproducing this document without written
permission from Jeffrey H. Gitomer and Buy Gitomer 704/3331112