Lisa Ford: Creating a Culture of Customer Loyalty
Lisa gives her clients to get to know their customers on a deeper level. Start with the information you currently have on the customer, understand how and why the buy from you and reach out to the customer to proactively ask them what you could do to serve them better. She advises that the front line customer service group needs to move from a scripted and structured way of engaging to become more empowered and genuine so they can really learn about the customer. The team of people that you trust to manage the customer must be willing to go deep into the relationship to communicate just how much your company cares.