Five years ago I recorded this video. It was primarily for people in the retailing or online selling space, but the message is true no matter what space you’re in, and no matter what you’re selling. Customer experience is still at the heart of the matter.
Some thing never change. Namely, my philosophy that outstanding customer experience is the path to remark-ability! And it doesn’t matter what you’re selling.
Is it possible to create loyalty even when you haven’t sold anything?
Yes, absolutely. It can happen if you’re committed to being remarkable.
People talk about a “loyalty ladder” but I’ve always thought of it as a circle. It starts with a “suspect” (anybody who is breathing), moves to prospects (anybody who might be interested in what you’ve got to sell), then goes to shoppers (somebody who has a higher interest in what you’re selling), then a customer (those are prospects we’ve converted into buyers, but they’ve just bought from us once), then to clients (those are the folks who buy from us more than once) and ultimately ADVOCATES (the people who wouldn’t dare buy from anybody else, or recommend anybody else). We can create advocates from folks who don’t even buy from us though.
About the hosts: Randy Cantrell brings over 4 decades of experience as a business leader and organization builder. Lisa Norris brings almost 3 decades of experience in HR and all things "people." Their shared passion for leadership and developing high-performing cultures provoked them to focus the Grow Great podcast on city government leadership.
The work is about achieving unprecedented success through accelerated learning in helping leaders and executives "figure it out."