QUESTION 51
HOW DO I BUILD POSITIVE RELATIONSHIPS WITH MY CUSTOMERS AND MAKE THEM FEEL VALUED?
Why it’s important: Business is about relationships, not just the sale of goods and services.
Peter Drucker argued that the purpose of every business was to create a customer. Once that’s achieved it’s necessary to retain and grow every customer. Without customers there are no profits.
Yet, despite Drucker’s advice, one of the major reasons why customers switch suppliers is because they feel underappreciated and taken for granted. For example, how do you feel when only new customers are offered a great new deal on insurance, savings, mortgages or mobile phones from your current supplier?
To retain your existing customer base and add to it, you need to ...
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