Perhaps the biggest strategic purpose of customer service is creating customer loyalty.
Have you ever owned a dog? I had a golden retriever named Charlie. This picture is Charlie's great grandpuppy, with my granddaughter. The look of loyalty in his face as he peers at a confident child makes my heart feel pretty darn good.
That's what loyalty does. It makes us feel good. It makes us feel like we're really in a relationship, that we matter.
Customer loyalty is grounded in feelings that may very well include love. The result? A customer whose referrals, relationships and retention will help make your bottom line better.
Isn't that a nice way to do business?
Dee Dee has helped create and coach "customer care" programs and cultures for healthcare, government, travel, financial services, plumbing, retail, publishing, automotive and entire communities.