Posts Tagged ‘Bob Farrell’

The smallest things can drive customer loyalty. And, the smallest things can drive loyal customers away. It doesn’t take much to make a customer feel valued and appreciated and it takes even less to make them feel abused, cheated and disappointed. Years of effort to build  solid customer relationships can come crashing down over something as insignificant as a pickle.

One way to create loyal customer is to meet or exceed their expectations. Meeting expectations will make customers happy, while exceeding expectations will make customers feel elated. Fail to meet their expectations and they quickly change from Promoters to Detractors and they could be gone forever.

Here is a fun and insightful video from Bob Farrell. It’s about pickles, loyalty and life.

What’s the lesson here? Don’t underestimate the power of the small things that have a large impact on the customer relationship. Don’t underestimate the Power of the Pickle.

Keith Chapin is a Certified Net Promoter® Associate and Consultant with over 35 years of experience in research, marketing and customer insights. He can be reached at kchapin@sympatico.ca.

Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.

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