Take a moment to think about your customers. Are they satisfied? Sure, most good company's customers are. Are they loyal? Probably not.
A satisfied customer is one that was OK about dealing with you, their needs were met, you sold them an OK product, the service was OK, and they were happy with their purchase. They may go out and refer someone to you...or maybe not.
A loyal customer is one that feels great about dealing with you, their needs were exceeded, the service was great, and the experience was great. They will proactively talk about their experiences and refer someone to you.
Which customer would you rather have?
Loyal customers are created, they don't just come looking for you. Their needs have to be exceeded and their experience has to be "WOW".
Think about some of your very own experiences. What was it about that experience that made it so special? I bought a couple dress shirts from Van Heusen at one of the outlet malls. The sales people were helpful, but it wasn't anything special. A few days later I got something in the mail from them - it was a handwritten thank you note for purchasing the shirts! WOW I said to myself, I have never ever received a handwritten thank you for the countless items I've purchased over the years. There have been some emailed thank yous or some printed on letterhead, but only one handwritten thank you ever. Ever since that moment I've been writing handwritten thank you notes - first while I was in the mortgage industry and now as a membership rep at Wisconsin Athletic Club. I've had countless prospective members turn into members and thank me for the handwritten note both personally and also financially through referrals.
Take a look at your service experience, maybe even shop your own people, and see where you can add a little "WOW" and create a little loyalty.
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