James Kane, the world\u2019s foremost expert on what makes someone truly loyal, left the audience in stitches with his engaging presentation on loyalty.\u00a0 As with Art Papas\u2019 keynote presentation, James emphasized the importance of the customer experience. \u201cCustomers have to enjoy the process\u201d he said and “the culture of an organization must support the customer.” \u00a0We at Bullhorn could not agree with this more, as it is reminiscent of our own rally cry, \u201cdelivering an incredible customer experience.\u201d<\/p>\n
James\u2019 presentation focused on how companies can improve their relationships with customers by promoting customer loyalty. \u00a0Customer loyalty is vital to the success of a company.\u00a0 Customers who possess positive and devoted relationships with your business are more likely to generate future revenue through word-of-mouth referrals. \u00a0This relationship is built on a foundation of trust which can be gained through competency, character, consistency, and capacity.\u00a0 Once trust is formed, James defined the three customer needs that must be met in order to foster loyalty:<\/p>\n
1.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customers need to feel safe<\/p>\n
2.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customers\u2019 lives need to be made easier<\/p>\n
3.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customers\u2019 lives need to be made better<\/p>\n
Making customer lives better is the most challenging aspect of this trio.\u00a0 To make customers lives better, they need to feel fulfilled. \u00a0Fulfillment means that companies need to stand for something greater than just the exchange of money.\u00a0\u00a0 The challenge that most organizations face is that they think that this means sending a big check to a charity.\u00a0 Instead, companies must engage their customers and give them a greater sense of purpose in the value proposition.\u00a0 This is evident in the success of Tom\u2019s Shoes, which donates a pair of shoes to a child in need for every pair that is purchased.<\/p>\n
Upon conclusion of his presentation, James explained that every customer wants to be loyal.\u00a0 For this to happen, customers need to feel included, wanted, and invaluable.\u00a0 By collecting information relevant to improving their customers\u2019 experiences and applying this information proactively, any company can build a loyal customer following.<\/p>\n
This Bullhorn Blog\u00a0post was written by\u00a0Samantha McPhall.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":" James Kane, the world\u2019s foremost expert on what makes someone truly loyal, left the audience in stitches with his engaging presentation on loyalty.\u00a0 As with Art Papas\u2019 keynote presentation, James emphasized the importance of the customer experience. \u201cCustomers have to enjoy the process\u201d he said and “the culture of an organization must support the customer.” […]<\/p>\n","protected":false},"author":24,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"om_disable_all_campaigns":false,"footnotes":""},"categories":[15,556],"tags":[],"class_list":["post-962","post","type-post","status-publish","format-standard","hentry","category-events","category-tips-tricks-and-how-tos"],"acf":[],"yoast_head":"\n