Customer loyalty hasn’t gone away. It’s just that today, customers are not blindly loyal to a name brand; they are loyal to what they believe is best for them.
If you have clearly identified the unmet need of your customer and meet that need in a way that is consistent every time, they will never leave you. In fact, they’ll consider you a hero.
We’re all looking for heroes in every category of our lives (someone who delivers what we need, consistently). We want an insurance/investment hero, a grocery hero, a mechanic hero, a doctor hero and so on. We reluctantly leave because our hoped-for hero lets us down. They don’t know us well enough to meet our need, or they don’t do it in a consistent way.
How to become a hero:
- deliver more than what’s expected
- do it cheerfully every time
- make the customer experience consistent, every time
Heroes get referred, are appreciated, and are not replaced. Who wants to replace a hero?