Ben at Church of the Customer asks whether custo/member satisfaction is the real goal. I thought, “Well, perhaps it’s loyalty.” That’s only part of the answer. Loyalty builds the solid base, but it’s the referral that drives growth.
I think he’s right. What would happen if our companies and associations made it crystal clear that our main goal is your referral? How would that change the tone of conversations with custo/members? How would that change the decisions about which projects move forward? How would that ultimately change ourselves?
