To Get Customer Loyalty – Gestalt It!
by Kate Nasser |
To us as customers, satisfaction is very Gestalt. The “whole” is greater than the sum of its parts. We experience customer service not as a series of details and transactions but as one total experience.
The companies who get customer loyalty – gestalt it.
Behind the scenes, they manage a myriad of details and transactions across all channels and for multiple customers; with the customers, they focus on a unique total experience for each one.
- They adapt to each customer instead of pretending that each customer is the same.
- They make the process and interaction easy. The customers and their happiness come back to them.
- They move through the procedures to solve the problems; they don’t highlight the procedures to the customers.
- They prevent the upset customer knowing that positive breeds more positive and negative seeks a large empathetic audience.
They also know that each time they interact with a customer, it continues and adds to the experience.
A Recent Story.
A business hotel conveniently located has served me for years. +
They empower whatever I need to do. +
They remember me each time I go back. +
They have made it a home away from home. +
They offered to reinstate expired reward points. +
They just gave me outstanding interpersonal treatment as I made a new reservation.
TOTAL: A continuously positive experience not a series of positive experiences. The whole is greater than the sum of the parts!
The continuous whole creates emotional loyalty that individual transactions do not. It prevents the question mark in the customer’s mind. “Why wonder if there’s something better when I already know I will be cared for?”
There is no end to the customer loyalty you can build if you continue to build one whole. Get loyalty — gestalt it!
Yours in service,
Kate Nasser, The People-Skills Coach
©2011 Kate Nasser, CAS, Inc. Somerville, NJ. If you want to re-post or republish, please email email@example.com. Thank you for respecting intellectual capital.
Kate Nasser, The People-Skills Coach, delivers customer service and teamwork training and improves your company’s customer loyalty quotient. Preview and purchase her unique DVD Customer Service USA – Regional Differences That Matter.