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#6 Sign You Really Have a Customer Loyalty Strategy

  Customer comments are shared throughout the organization.  Data has no heart.  But almost everyone cares about what other people are saying about them.  Customer comments heighten awareness that customers notice employee behaviors. When team members hear or read comments from their customers about specific experiences in their area, this has high emotional impact.  Emotion…
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#5 Sign You Really Have a Customer Loyalty Strategy

Voice of the Customer feedback is not just “reported.”  It is delivered to the field with clear expectations for action. There is no value in reporting the voice of the customer (VOC) unless team members get actionable information to improve.  There will always be variations in service quality – by day of week, by time…
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The #4 Sign You Really Have a Customer Loyalty Strategy

  The operations team takes ownership for continuously improving service quality and consistency. Operational excellence and customer loyalty are highly correlated but they are not the same.  Traditional measures of operational quality can be audited, but they do not reflect the Voice of the Customer.  You need to constantly assess your company’s performance through the eyes…
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The #3 Sign You Really Have a Customer Loyalty Strategy

Sign #3:  Focus is on the key drivers of customer loyalty  If you know the distinctions between a customer experience that is loyalty-inspiring, and one that is not, you can intelligently focus efforts.  The biggest mistake business leaders and entrepreneurs make is to try to be the best at everything. While the impulse to excel…
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The #2 Sign You Really Have a Customer Loyalty Strategy

Sign #2:  Measurement targets are expressed as a percentage of highly satisfied customers. Remember that the target is not satisfaction.  The target is loyalty.  And satisfied customers aren’t loyal.  There is no competitive advantage in creating merely “satisfied” customers. There is no significant gain in loyalty.  Highly satisfied customers are twice as likely to return as lukewarm satisfied customers. Highly…
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