April-2018 Customer Loyalty Newsletter

ONE PROFESSIONAL TEAM

ISSUE 19

Customer Loyalty APRIL 2018

In this issue:

HOW TO BUILD EMOTIONALLY POSITIVE BUSINESS TO BUSINESS CUSTOMER EXPERIENCES.

Cover Story How to build Emotionally

Positive Business to Business Customer Experience

Good Job Report

Page 3

NPS Scores

Page 8

Learn More about Loyalty:

I serve on the Board of Directors of a commercial construction company. At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to differentiate further the company. Management was talking about the increasing trend where a commercial construction company is viewed as a commodity. Whoever can provide the lowest price, meet the quality standards, and hit the completion date wins the bid. I interjected myself into the conversation and noted that they have several clients that are significant in the commercial development business and seldom use any other construction company. In one case, they are the exclusive builder for a large firm. I asked, “Why do we have such long standing relationships with these clients and we seldom face a competitive bid situation on a project?” This prompted some thinking by the managers

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