The #1 Sign You Really Have a Customer Loyalty Strategy
Sign #1: Senior management is committed to measuring — and improving — the customer experience.
Successful businesses are built of the shoulders of loyal customers. But it’s not quick or easy to win customer loyalty by consistently delivering a better experience than the competition. If senior management is not absolutely certain that the future of the company depends on loyal customers, then creating loyal customers will simply not be a focus. Top management’s role in the 21st century is to ensure the company deliberately uses real-time customer feedback to drive measurable improvements. One of my favorite business mentors told me, “The fish stinks from the head.” Leaders are ultimately responsible for continuously improving the customer experience.
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