Charm, captivate, win: customer loyalty success.
It’s time to charm, captivate, and win our customers over. As Jeff Bezos, founder of Amazon, aptly put it, “We see our customers as invited guests to a party, and we are the hosts. It’s our daily job to make every important aspect of the customer experience a little bit better.” This is our new mantra to build a fortress of customer loyalty, akin to weaving a magical tapestry that enthralls our customers and keeps them wrapped in our brand story.
As Peter Drucker highlighted, The Sage in us knows that “Quality in a service or product is not what you put into it. It is what the customer gets out of it.” The charm is in our product’s quality, its ability to anticipate customer needs, and our relentless pursuit of improvement. But remember, more than an excellent product on its own is needed. Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” We need to charm our customers through every touchpoint.
The Provocateur within us takes a leaf out of Richard Branson’s book, who believes in “Doing things differently — being creative and innovative — and not being afraid to stand out from the crowd.” We’re selling a captivating story, an engaging experience, and a feeling that they matter to us. Like master illusionists, we must leave our audience astounded and craving more of our mesmerizing performance.
Winning customer loyalty is the sweet fruit borne out of charming and captivating. Sam Walton, the founder of Walmart, stated, “The goal as a company is to have customer service that is not just the best but legendary.” Winning is about earning trust, respect, and the privilege to be the customer’s first choice, time and time again.
So, let’s charm with our product’s integrity, captivate with our audacious innovation, and win the everlasting loyalty of our customers. That’s the triple threat that will, as per the words of Seth Godin, make us “remarkable” in the marketplace, like a potent trident that conquers the turbulent seas of competition.