There's been so much published on customer loyalty programs in retail that it seems very difficult to know where to start. So, here are three easy steps.
1) Start with believing customers matter and you should develop a culture that cares about each one. The Golden Rule "treat others as you wish to be treated yourself" helps anchor this vision.
2) Make it easy to listen to what local customers have to say about their local experience.
3) Make it easy for local staff to hear and act upon those views.
So start off with an effective way of engaging, listening and acting upon 'local' customer feedback in a single branch, and when successful, deploy the same approach elsewhere. branchadvisor.com is a good starting point for free, actionable customer insight.
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment