The other day I stumbled on the following little quote and thought ‘now there’s a sales & service quality message if every I heard one!'
“People will forget what you said, people will
forget what you did, but people will never
forget how you made them feel.”
Maya Angelou
To win customer loyalty and advocacy, it is not enough to simply deliver fast, efficient and accurate service. You also need to touch the customer on a deeper level. It takes both strong rational and emotional connections to develop meaningful and lasting relationships.
This may well be the shortest blog entry I’ve ever written, but I think that between the title, the quote and conclusion, it just about says it all.
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I agree, if a customer is genuinely affected (either positively or negatively) by a service experience then that association will be long lasting, even if only through a subconscious tendency to use or avoid the business in question.
ReplyDeleteCouldn't agree more
ReplyDeleteAbsolutely! It your are treated very well it is something that stays with you for a very long time! It is also an experience you share among your friends!
ReplyDeleteThe old adage - poor service likely results in someone telling at least 10 other people. The challenge is getting people who experience outstanding service to do the same.
ReplyDeleteA short blog that delivers a big message
ReplyDeleteHeart felt genuine service will create true customer loyalty ever time .