Showing your customers love is an important way to build loyalty. We gathered some great and not so great examples on customer relationship building.

2. During February, we celebrated
how companies can share the love
with their customers. What are
customers looking for here? What
are great (and not-so-great)
examples? We’ve gathered the best
from our Customer Experience
InvestigationsTM blogs and shared
them with you here.
(Sometimes love hurts.)

3. Customers do leave you. How you treat them as they walk out the door can
be the difference between a break and a final break up.
• A business only has a 20-40% chance of ever winning back a lost
customer! Why make it more difficult by treating exiting customers
poorly?
• We believe companies need to consider this part of the journey, too.

4. The first 90 days after the sale is a critical point in the customer
relationship.
• Onboarding should establish trust, create a personal relationship and
reassure your customer the purchase was a great choice!
• Companies often use this time to invoice first and not offer value.

5. Showing your customers love means discovering what matters to them. But
what if you are offering a new product that doesn’t have customers yet?
• Cadillac created their first electric car. Without their own electric car
customer base, they paid close attention to feedback from current and
former Volt electric car drivers.
• Crowdsourcing is easier than ever, which is one of the ways to seek this
type of feedback.

6. Getting customers to love you to the point of evangelizing for you is often
the end-game of marketers and customer experience professionals. But do
you know the types of advocates you have?
• Active Advocates are passionate and loud!
• Passive Advocates wait to be asked, but then are happy to share.
• Conditional Advocates don’t really love the brand.

7. Whether it’s indirectly insulting customers by insulting your competition or
calling your customers “shallow” for complaining, insults often lead to
customers dumping the brand!
• H&R Block stood up for their customers and people after TurboTax insulted
them in commercials.
• Agencies and marketers don’t always stay connected to the customer
experience. Don’t let creativity cloud customer-centricity.

8. Feeling the love means feeling appreciated, valued and supported.
1. Hire the right people.
2. Communicate how you actually like to be talked to.
3. Respond and react ASAP!

9. New studies show just how important it is to focus on fast and proactive social
customer service.
• Just 49% of brands track and respond to social media mentions!
• Hispanic consumers are nearly 21% more likely to recommend a brand after
their social care experience.
Do you think enough companies are recognizing how to proactively show the
love and improve the customer experience via social media?

10. In a personal story about my small bank experience turning into a series of
communication blunders from the big bank that took over, we examine what
went wrong and where it could have been right.
• Customer service training often focuses on how to communicate, but WHY
and WHEN are just as important to any customer relationship.

11. We love microinteractions so much we highlight our favorite one each month!
They are those small moments that improve or detract from a great
experience.
• For more, check out the TEDx talk about this, or follow our Pinterest board.
• Our fave this month was a thoughtful touch of customer consideration in
the form of a spoon. Well done, Pom Wonderful!

12. Thanks to our community for joining us in our discussions about showing your
customers love all month long! Want to join in? We’d LOVE to have you!
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