Be passionate about your customers.
Treat
customer relationships as enjoyable
win-win interactions of
platonic lovers. Design
customer value journey and
customer experience as an endless
love story.
▪
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
mutually beneficial
relationships.
▪ 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
customer relationships.
▪ Develop system that
rewards people for building and maintaining
strong and lasting customer relationships.
