How good are your customer relationships and how do you measure this?
As the leader or your organization, you can set the parameters for customer relationships based on whether your goal is to acquire a new customer, retain an existing customer or build a deeper relationship with a customer. Depending on your business model, you may need to evolve your customer relationships or establish new strategies to build relationships. Once a customer has been with your organization for some time, a different approach may be required to keep them and also to grow the relationship.
YOUR ACTION STEPS
Schedule customer surveys to learn more about the overall customer experience. Based on this feedback determine if it’s appropriate to automate some customer interactions or take a more personal approach. Make sure you have relationship strategies for each phase of the customer lifecycle.
