Customers will stay with you when they: 1. Feel valued 2. Receive what they require 3. Trust the organization 4. Feel protected from competitors
Loyalty
Customer
You must always ensure that: - Resources focused on the customer - Operations set on what the customer wants - Competencies allocate to meet their needs
Value-Add
Focus On
Always try to ensure:
- Service is the differentiator - Service will increase loyalty - Service is a functional aspect - Service a cultural aspect
Differentiation
Service
Linking with your customers generates information on: