A N A T O M Y O F C U S T O M E R L O V E

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A N A T O M Y O F C U S T O M E R L O V E

  1. 1. ANATOMY OF CUSTOMER LOVE PRABHAKAR
  2. 2. Anatomy of customer love <ul><li>Anatomy of customer love and what the companies can do to attract and keep customers for life. </li></ul><ul><li>Eight basic attitudes and actions are indispensable. </li></ul><ul><li>INCLUDE ME : Feeling about a company can ratchet up dramatically when customers are involved.Inclusion not only captures the creativity and competence of customers as they serve with the company, but their commitment and allegiance rise as well. </li></ul>
  3. 3. CONTD., <ul><li>CONNECT WITH ME : Product/service is no more than a process for meeting customer needs. It is an experience that resonates without heart; a rendezvous, which engages our emotions. The marketer can turn a routine encounter into a magical moment. The emotional touch of product/service can kindle a sense of kinship and stimulate a bond of loyalty. </li></ul>
  4. 4. CONTD., <ul><li>TEACH ME : Customers now expect the marketers to educate them , and they expect that product/service education process to be hassle-free </li></ul><ul><li>SHOW ME THE TRUST : Reliability is the attribute the customers view as most important. Reliability is what we do to convince the customer we can be trusted. But covenants are brokered on two-way trust. Love starts with trust. Love is diluted through betrayal. Customers are gun-shy of marketers until they witness product/service recovery </li></ul>
  5. 5. CONTD., <ul><li>HELP ME STRONG : Customers desire power and control in their lives. They are attracted to marketers’ intent on helping them gain that power </li></ul><ul><li>DELIGHT ME : It goes by many handles—delight, dazzle, and knock your socks off! Product/service tugs at the heartstrings of most customers. Most customers enjoy an occasional unexpected gesture or the thrill of making a moment unique. </li></ul>
  6. 6. CONTD., <ul><li>BE PATIENT WITH ME : Customer love is not always fancy, sparkly or emotionally charged. Sometimes it is ordinary and pedestrian. The capacity to give and take is a virtue of every important relationship. Customers do not expect the marketers to be perfect. In fact, if the marketer is perfect, the customers can question their capacity to grow and change. They do expect the marketers to care them </li></ul>
  7. 7. CONTD., <ul><li>BE GENEROUS : This is the era of short term. We expect the results to happen faster and faster. The wisdom of generosity lies in its being laced with authenticity. That suggests a culture in which associates are treated with the same abundance they are encouraged to show to customers. </li></ul>
  8. 8. CONTD., <ul><li>Customer service has been on a roller coaster for the last 20 years. </li></ul><ul><li>In the 1980s, the buzzword was customer satisfaction. </li></ul><ul><li>In the nineties and twenties, it was customer retention </li></ul><ul><li>In the current century, customer got a new wrinkle—personalized service. </li></ul><ul><li>Companies that manage to attract, nurture and preserve customers’ love will win, win and win big. </li></ul>
  9. 10. DO YOU HAVE ANY LEGITIMATE AND REASONABLE QUESTIONS FOR ME?

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