Be passionate about your customers.
customer relationships as enjoyable
win-win interactions of
platonic lovers. Design
customer value journey and
customer experience as an endless
Don't focus solely on transactions. Look beyond the arithmetic value of individual transactions to all the
ways you can serve the customer to capture and develop lasting
▪ Keep in
mind that it is customer, not you, who owns the relationship. Once you have captured customer relationships, service the customer
relentlessly and keep creating amazing value innovations.
Understand what motivates your employees in order to develop powerful
tool for dealing with them to get them achieve extraordinary results.
Satisfied employees make a deeper commitment to the business, make
improvement suggestions, and work harder to satisfy the customer.
▪ Develop financial system that truly captures the financial dynamics of
▪ Develop system that
rewards people for building and maintaining
strong and lasting customer relationships.