Day 4 and we're on the road. Another word expressed from the group of almost 50 key account managers and sales professionals was 'LOYALTY'.
Customer loyalty can be seen as the holy grail of positions to be in. Every business wants loyalty from their customers. But, most businesses I've met start with the wrong question "what do we need to do?"
It's been my experience, speaking with customer success, service and relationship professionals that doing more does very little to gain loyalty.
Doing stuff is just part of the natural activity we do on a weekly basis. This is not the cause of loyalty but should be an action driven from something much more important.
To really gain loyal customers its about who you are to your customers. Its about what you represent, it's about your trust level, its about the position you take on causes important to the customers you serve.
If they believe you, trust you, benefit from participating with you and that experience is consistent, they'll follow you.
Here are four questions I've been exploring with a few business recently about what you might ask yourself and your business when thinking about customer loyalty.
- What do our customers care about?
- Is this in line with our values and goals?
- What does tell us about who we serve or what we believe?
- Are we living up to that expectation? if not why?
- What would need to be true for us to live this?
- What is in the way and how do we overcome it?
- How will this help us serve our customers better?
I'd love to hear your thoughts on your experience in the area of customer loyalty.
Do you agree with what i've shared?
What would you add or comment on?
If you'd like to connect with other key account managers, business leaders and sales professionals in that purusit to have more profitable customer conversations, grow sales and customer loyalty. Get connected with me and 100s more atwww.jermaineedwards.com/signmeup