Customer loyalty – by Tom Peters
Customer Loyalty – What are Guru Tom Peters’ thoughts on creating customer loyalty and customer retention?
Keep is simple: “When a customer walks in the door, think about the value that they could have to you over a period of 3 or 4 or 5 or 10 years.” (Tom Peters). And bear in mind that if that customer has a good experience, then they will tell 2 other people about it. “And if it happens to be a woman, incidentally, she will tell 15 people, not two people.”
Data, analysis etc. is all very nice, but don’t let it over-complicate matters. “Whether it’s low-end retail or high-end Mercedes, often you are looking at tens of thousands of dollars walking in the door…That’s the value you should think about.”
So basically, Tom is saying that more important than anything else, is making sure that your customers have a good experience.
To find out “How to build a business from the customer, up!” join us at Loyalty World 2011 in November.
> Download the Loyalty World brochure to find out more
> Watch the complete video by Tom Peters where he discusses in full his thoughts on customer loyalty
