“Our whole philosophy became ‘let’s take most of the money we would’ve spent on paid advertising and paid marketing and instead of spending it on that invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth’ and that became the whole business model.” – Tony Hsieh, Zappos
The importance of developing happy customers is clear. When our customers are deeply satisfied and sing our praises and refer us to others, it helps to build our business on so many levels. We want to have Raving Fans, which, as Ken Blanchard wrote in his book, “Raving Fans,” are fans that “are so devoted to your products and services that they wouldn’t dream of taking their business elsewhere and will sing from the rooftops about just how good you are.”
What can we do, in addition to demonstrating appreciation, that will give our clients and customers every reason to be happy with us and our services?
In the end, building a loyal, raving fan base is all about the relationships. As Tony Robbins points out, others may make commodities, but you can offer unique solutions by connecting with your customers by helping them solve a specific problem in a bold way. This is the key to making sure no one else in your industry even comes close.
By Rabbi Dr. Naphtali Hoff
Rabbi Naphtali Hoff, PsyD, is President of Impactful Coaching & Consulting. He can be reached at 212-470-6139 or at [email protected].
