Excerpts from Customer Love: Attracting and Keeping Customers for Life
Chip Bell
- Make me smarter.
- Help me do it myself.
- Make the response fast … but don't sacrifice quality—quick and rushed aren't the same.
- Help me customize the experience like I want it.
- Anchor your offering to a cause I like and believe in. Good works sell.
- Entertain me. Make the experience bright, shiny and memorable.
- Don't invade my privacy; never let me worry about whether you know too much about me.
- Respect my time by making your offer super easy to deal with.
- Anticipate my needs.
- Treat me with respect when things go wrong … not some cheap, generic atonement that is unmatched to the incident.
- Never take me for granted. I will drop you in a heartbeat.
- My time is as important as my funds … maybe more.
- Help me integrate … link stuff together to increase the efficiency of my life.
- Life is complex: Make service simple.
- Life is harried: Make service calm.
- Life can be shallow: Make service have resonance and depth.
- Life can be painful: Make service joyful.
- Life is too fast: Help me keep up.
- Life can be lonely: Make service a value connection.
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