The document provides guidance on how to create "devoted" customers. It emphasizes that companies should aim to deliver a consistently "great" customer experience in order to transform satisfied customers into devoted ones. It notes that simply delighting customers is not enough, as expectations will rise over time. The document recommends actively listening to customers, standing out through dramatic differences, addressing complaints, and taking action to provide top-notch service at all times rather than just taking notes. The overarching goal presented is to transform customers from satisfied to devoted through an ongoing commitment to meeting and exceeding their expectations.
41. “ the more you engage with
customers the clearer things become
and the easier it is to determine what
you should be doing”
John Russell, President, Harley-Davidson Europe
75. “executives say that the way
their organisations interact
with customers will be the
greatest challenge in their
operations between
now and 2010”
Economist Intelligence Unit – Business 2010