There is only one boss. The customer. And he can fire everyone from the chairman down, simply by spending his money somewhere else.
For decades the experts have been proclaiming the dawn of a new revolution. A world where customers are no longer at the mercy of corporation. Where they don't have to suffer through bad services or broken products, long waits or endless phone trees and where they have no real voice or no recurse.
Until now it's been a hollow proclamation.
Welcome to the world of the ever connected... always highly opinionated.. and always on the move customer.
This is a customer who understands thay now have power. And they know how to use it. They have expectations and they have choices if those expectations aren't met. And boy do they have choices.
They also have a voice. And it is loud and far reaching. To earn their loyalty goes way beyond the loyalty program. You need to earn their trust. Because make no mistake, this is a trust revolution. You need to recognize them as more than just numbers or accounts. But as unique human beings with a distinct set of needs.
They now expect more than just a product or a service. They expect a relationship that has equal terms. They expect to be a the center of your world. And you my friends, need to put them there.
You need to become a customer company.
- A customer company is available 24/7 at any place your customers happen to be.
- A customer company listens first to every customer on every channel.
- A customer company connect their customers, employees, partners and products.
- Customer company knows that the conversation never stops.
- They're grateful for their customers business and they create communities.
- They respect their customer identity, privacy and money.
- Most importantly a customer company knows that their customers are the same person no matter how they get in touch.
- They don't just create satisfied customers, they create evangelists.
And when you become a customer company you'll transform everything. Will accelerate your growth from inside out by giving your employees an enjoyable way to truly collaborate.
You'll close deals faster and together gaining a real competitive advantage.You'll listen to customers and provide great service everywhere.
It is time to become a customer company.
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