If you’re like most marketers, you focus on getting prospects and customers to seek out your company or products. While that can be an effective way to grow your business, it lacks an integral component.
It’s my opinion that the best way to ensure long-term growth is to provide positive customer experiences each time someone contacts your organization. A successful marketing strategy must include a plan for delighting your prospects and customers EVERY time they call, click or visit.
Occasional efforts don’t guarantee a consistently positive customer experience. Outstanding products and customer service supported by strategic, integrated and sustained marketing programs are the best way to develop loyal customers.
Years, months, weeks, even days after customers interact with your company they may not remember the details of the experience, but they’ll always remember how you made them feel.
Jerry Brown, Chief Executive Officer