Walker Information
Helping you put the customer at the heart of every decision.

Loyalty isn’t given it is earned

Business Consulting Firm - Customer LoyaltyRecently Walker hosted an executive roundtable focused on driving business results through customer-focused strategies.

During the discussion, one of the executives said, "We have to earn the loyalty of our customers." So true!

Establishing the customer listening posts to capture input when it is convenient for the customer is the first step. And, it is easy to get stuck spending significant energy and resources on this step.

But, we must not forget that this step alone will not build customer loyalty. It is how we use these customer insights that earn us loyalty and create customer value. 

As you embark on the journey of customer-focused business strategies, start with a plan that includes:

  • Your customer commitment: This should include how you will use the information and how you will communicate your progress.
  • Your employee commitment: This should include how you will support their use of customer information to drive decision making and how you will communicate with them.

And, don’t forget to celebrate your successes along the way. It will help keep and build momentum.

Photo credit: Art-n-Stuff

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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