Customer Loyalty – What A Goldfish Can Teach You
I loved this article about customer loyalty written by David Edelman, McKinsey partner leading Digital Marketing Strategy Practice.
Not only is it great for customer loyalty, but it’s also a great example of customer engagement. The whole sales process has turned on its head and once you have that contract signed and delivered the goods or service, then it’s really only the start of your customer engagement journey.
You then want to have given your client/customer such an amazing customer journey and experience that he/she tells all his/her friends about it. This idea of a goldfish, if wanted, in your hotel bedroom, is neat on many counts – original, simple and authentic. It’s unexpected and will naturally encourage people to write about in on their various social media blogs/posts. It won’t break the bank. Great ROI I imagine too.
So what does it take to get to this? A great team, brainstorming, lateral thinking, perhaps an outside influence and sounding board? What do you think?