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So the money you would have paid to GET the new customer drops back down to your bottom line Air Jordan 9 Heels. I find it is sadly true that most companies dont have a strategic plan for keeping customers, keeping them happy OR keeping them coming back time and time again with their money and their friends. Even though Customer Loyalty was determined to be a #1 concern of CEOs (according to the Conference Board) how many companies do more than pay lip service to the importance of customer service and loyalty in their organization Your guess is as good as mine Air Max 2009 Low Heels. Based on the service I receive as a customer, well, I can understand why more customers arent loyal, can you What can YOU do to change that What can you do to turn the tide on this disturbing trend and develop long lasting, loyal customer relationships And whats LOVE got to do with itEverything. Business is based on relationships and relationships are based on qualities such as trust, respect, appreciation, understanding, generosity, clear open and honest communication and heavy doses of kindness, compassion and affection Air Jordan 8 Heels. Sometimes known as LOVE. Studies show that the main reason customers will leave a company they are doing business with is that they perceive the company does not care about them or their needs Air Jordan 6 Ring Heels. And conversely, studies show that when asked why they stay loyal to a particular company for a long time, customers respond, "Because they cared about me. " This perception and feeling of caring is the emotional bridge between customer satisfaction and customer loyalty. And, its often the bridge between lackluster profits and thriving good health on the bottom line. It's about emotion. Loyalty is an emotional attachment to a company based on the customers subjective perception that the company is delivering the value they desire or need, when and how they need it. Its based on their needs, and its based on their experience of doing business with us. As a customer myself, I know that the companies I chose to give my loyalty to are those that make me feel good about the whole experience of doing business with them. When we FEEL good about doing business with a company we form emotional ties, not just financial ties with them. Lets face it, customers are emotionally attached to their money - if we want them to give some of it to us - we need to get them emotionally attached to US. Emotions have been "undiscussable" in business for a long time. "Feelings" is the "F" word of the business world. How many times have we heard that we are to keep our feelings out of it, keep our emotions away from our business decisions, and park our personal problems at the door Sound familiar Well, Ive learned that you cannot expect your staff to bring their passion to work but not their feelings. It just doesnt work that way. Its time we developed an emotional literacy in business. Employees and Customers are people. People have feelings. And as people, their decisions are effected by their feelings, whether they can identify the feelings or not. Any salesperson can tell you that while people make decisions that look logical, they are more often than not, based on emotion. As people we are perceptive, conscious, sensitive, alive and feeling beings! Its an essential part of our nature. When we recognize that in business, well work harder at building the emotional equity with a customer that determines whether or not they become a loyal customer or a lost customer. It is the perception, the feeling of being cared about that keeps the customers coming back. And its what we do to build and support and create that feeling that creates a positive experience for the customer. Every customer has two sets of needs. The business needs are logical, rational, and practical. The personal needs are emotional, illogical and sometimes even irrational, but carry a lot of weight. The fulfillment of the customers business needs is usually what gets them in the door in the first place-you are selling what they need. But its the fulfillment of the customers personal needs that will keep them coming back. Once the business needs are met, they often take a back seat to the customers experiential needs. Its the quality of the emotional experience you have with a company that will determine whether or not you want to keep recreating that experience. We come back to companies that have what we want and create a positive experience for us. We leave companies that dont have what we want or create a
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