Winning Customer Love

Every manager and leader of a business that I have met professes to understand the importance of customers to the success of their enterprise. They recognize that without customers, who are willing to pay for goods and services, neither the business nor the brand will survive, much less prosper. However, very few of these managers and leaders have been convicted enough about this simple fact to focus their business and brand strategy on their customers. Almost all get distracted, or worse, consumed, by concerns about profits and costs and productivity and compliance and…While all of these issues are important at varying levels, they all serve as distractions to leadership and therefore the business overall, from the singular focus on the customer.

This book is about a strategy for businesses and brands to follow a simple set of fundamental principles that will demonstrate love to customers. Customers will have feelings of love for the business and brand in return, to the point that they will deliver significant economic value to the enterprise. We’ll also explore the critical importance of winning employee love as a prerequisite to winning customer love. If employees don’t feel loved, they won’t be able, much less willing, to demonstrate the Principles of Customer Love on a consistent and sustained basis. You see employees, often many levels below senior leaders, are almost always the point of contact with customers. So, if they aren’t demonstrating the Principles of Customer Love in each and every interaction, then customers won’t feel loved.

These Principles are simple and familiar to all of us as human beings. They are part of our daily lives and every relationship we have from birth to death. However, leading and managing a business according to these principles is not easy. It takes focus and hard work and passionate dedication to one single outcome. Demonstrating love to customers.