On your last business trip, were you satisfied with the hotel? Probably. Would you stay there again or recommend it? Probably not. That just goes to show, that customer satisfaction doesn't cut it anymore. What we all need is true customer loyalty. Implement the 6 steps below, and watch your business grow.
- Engage your team.
- Truly engage your team by setting aside time to solicit their thoughts.
- As a leader, model the expected behavior.
- At least once a year, conduct a company offsite meeting to review steps 2-5 below.
- Define your strengths and weaknesses.
- Examine your competitors' strengths and weaknesses.
- Position your strengths and shore up your weaknesses.
- Define your credo. This is ours:
"At CourseTrends, we combine the best technology and the best market practices to generate at least a 400% return on investment for our customer.
We understand our customer's challenges, and work proactively to meet their unexpressed needs.
We vow to put the customer first, to value their success as if it were our own, and to do things right the first time."
- Perform daily roundups.
- Meet daily as a department or team for 5 minutes.
- Review the company credo. Pick an employee to recite it.
- Give everyone a chance to voice a customer win, concern or issue they are having that day.
I'm not talking from the mountain; I'm shoulder-to-shoulder with every owner/operator. Just like you, I own a business in a very competitive industry, and our success or failure depends on loyal customers.
Two weeks ago our entire company conducted a full-day offsite to apply the above six steps, and it was transformational. I'd encourage you to do the same.
Remember, product x people = customer experience. It's not about you; it's about your team. Get them bought in, get them trained, and model the behavior!
Call us today to schedule your 2006 Marketing Review -
512.236.0060.
