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Whatever the business, if you want to keep your customers loyal then great products and great service has to be the way forward.
There was a time when it didn’t really matter how good your customer service programs were, because you could always rely on inertia to retain the majority of your customers. Whatever the reason, whether a legacy from the days when you shopped locally thereby building up a lasting relationship with your chosen provider, or whether it just seemed like too much hassle to switch, inertia saw people treading the same path over and over again.
And let’s face, it we are creatures of habit. We like the known, the familiar, and we derive comfort from routine. Just think about your supermarket choice for example. You know the layout, you can put your hand on goods quickly and easily. But come Christmas when items are moved to make way for festive goods all of a sudden the shop feels unfamiliar and the shopping experience changes.
But such is the pace of technology that the way in which we interact with products and services has changed markedly even in the last decade. And with that change has come a new relationship with providers. Why should we stick to the familiar when another business is offering us products and services which really resonate with us and meet our needs? All of a sudden inertia is being replaced by a thirst to seek out companies which are working to deliver great products alongside customer excellence management.
Even banks, once the last bastion of customer inertia, are starting to feel the wind of change. With record numbers switching bank accounts in March, it seems that even here people are prepared to ditch the familiar in favour of great service and good deals. This change in attitude shines the spotlight on customer excellence management. Whatever the business, if you want to keep your customers loyal then great products and great service has to be the way forward.