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September 18, 2008

Customer Evolution

Jaimy Szymanski | Customer Experience DesignA wise group of monkeys once wrote that satisfied customers turn into loyal ones when:


You deliver reliable service that consistently meets their needs.
You deliver personalized service (aka remember their names!).
You deliver “rescue service,” solving problems that competitors can’t.

(as taken from Monkey Business: 7 Laws of the Jungle for Becoming the Best of the Bunch)

Their monkey wisdom got me thinking … if it only takes these three qualities to increase customer engagement, why aren’t more companies doing it? And, more so, why stop there?

If these components contribute to a loyal customer base, why not take it one step further and turn loyal customers into brand ambassadors – ready and willing to spread the word about your organization’s products/services/etc. to others?

Instead of delivering reliable service, deliver
telepathic service that meets needs before they even occur.

Instead of delivering personalized service, deliver
familial service to show you truly care about their life (and, how it affects their ultimate purchase decision – regardless of industry).

And, instead of delivering rescue service, deliver
innovative service that solves the same problems that competitors can … only better.