It obviously makes sense to strive to provide the best experience possible. Most importantly your decisions reveal who you are and what you value as a business:
what is your intent and motivation?
do you treat others how you’d like to be treated?
In her book I Love You More Than My Dog, Jeanne Bliss discusses in depth the five decisions that drive extreme customer loyalty. She also showcases some interesting experiences successful companies have had. The five decisions that “beloved companies” make are:
1. Decide to believe
We trust our customers, and this is reciprocated. Full transparency, open communication.
2. Decide with clarity of purpose
Be clear about your unique promise and deliver an experience.
3. Decide to be real
Break down the barriers; share your story with your customers.
4. Decide to be there
Earn the right to the continued customer relationship.
5. Decide to say sorry
How a company reacts in adversity reflects the humanity of an organisation.
The decisions you make and the actions you take influence how people describe and think about your business. What story do your decisions tell about you?
One simple question; the “ultimate” question - gives you client loyalty feedback. "On a scale of zero to 10, how likely are you to refer to a friend or colleague?" gives you your NPS or Net Promoter Score. A complete methodology has evolved around this one question, developed by Fred Reichheld and Rob Markey. With the answers you can divide your clients into three groups:
You can then create a closed-loop feedback cycle for learning, recovery and action processes.