Raving Fans

Peter Drucker famously wrote that the purpose of a business is to create and keep customers, making satisfaction the clearest measure of effectiveness. It feels that this basic premise is often ignored in today’s transactional world of systems and processes and the dreaded AI.

Of course, there is a place for all of these things- in service of the customer, but if they don’t serve the customer why have them? Too often these things are dreamt up to serve the business, not the people the business is there to serve.

One area where SME businesses can and should excel is in wowing the customer through service, but too often that is not the case. When we do wow people with service the customer turns into a raving fan, an advocate who will do your selling for you.

Over the last few days, as a customer, I have experienced both, and what a pleasure it is to receive great service, and what a change from the more common slop that we are forced to endure.

I have a feeling that the type of customer experience that leave us feeling elevated almost always has a human to human interaction. What do you think?

So the questions for today are:

• Are you regularly creating Raving Fans?
• Is your NPS score high and trending upwards?
• How many written testimonials do you receive each month?
• According to ‘Moments of Truth’ by Jan Carlzon delight is a result of both systems and smiles. Which leads the way for your business?

If you need any help, reach out