Do you really know your customers? Do you know what they need and
expect? Are your customers excited about your products and services?
If not, what will it take to excite them? Doing a good job won't do it.
Doing a good job won't buy you customer loyalty. Show me one of your
customers who believes that.you are providing a good service that meets
his or her needs, and I'll show you a customer who is a target for your
competition. Good companies are on their way to bankruptcy, better
companies are losing market share, and only the very best are going to
grow in the future.
Your customer remembers your name under two conditions and two
conditions only:
I. When you provide extremely poor products or service. "FLY ME
Airlines? Oh yes, that's the airline that kept me waiting so long in line,
and then lost my bags."
2. When you provide surprisingly good products or service. "Wow!
That was a 'great meal and reasonable too. I need to get a matchbox so
I won't forget the name. We should bring Mary and Joe here on Saturday."
To regain your lost reputation, you must provide surprisingly good output
to your customers every time so that they become loyal customers.
To rebuild a reputation and/or to increase your market share requires
customers to start telling their friends and acquaintances that they are
missing out on a good thing when they don't buy from you.





Business Process improvement book