Great post, Ray. I know if I treat each customer like they're my only customer and their job is THE most important thing to me....well, that's how I like to be treated....so, the GOLDEN RULE holds true--treat others the way you want to be treated..even customers!
Ray, This post really resonated with me - primarily because I just finished the book "Grow Regardless" by Joe Mechlinski. Joe posits that consumer expectations have risen to the level where you have to consistently exceed expectations in order to grow, which to me is to nurture and develop loyalty. Most companies, unfortunately, don't have a good sense of where they stand on this - from the customer's perspective. Quick hint, do a culture check and start at the top! I remember a local yogurt shop offering the punch card deal - I had five of them in various places around my car, home and office - all with one punch. I quickly lost interest in the process and the crappy service - and both played a part in my move to another shop. Rich
This is a topic worth of a conference talk. Why some companies are open to Social Media, while some others are not? Being Social online is as important as being social offline.
richmac I'll have to check that book out. Thanks, Rich. The "culture" word. You're right that it has to start at the top. I wonder if we're fooling ourselves into believing that companies can adopt social culture with social media. Like adopting twins. The mentality of owners who think customers enjoy managing loyalty cards and serving themselves at "for your convenience" counters, won't understand that loyalty goes both ways. Appreciate your feedback. Thanks again.