Therefore, it is important to highlight also the weak points. Because as long as it’s still there, you are able to inspire no customers and thus neither loyalty nor recommendations received. So that culling the reduced performance specifically can now be taken in attack and seen as a challenge, it is worth to sounding name this process. Heike Bruch from the Chair for leadership and personnel management of the University St. Gallen following proposes: defeat the Dragon ‘or the Princess of the ice pick’. After listing the negative events will search in reverse to actual or conceivable positive and inspiring experiences.

Especially in the focus, which lead to an exceeded of the expected performance and do therefore most benevolent mouth stand. This phase is completed, will be recorded, which employees Department across the owners ‘ of the touch points are. The customers include because it is all the assessments, customers should be included in the result. Cirrus vote, comment, Supplement, give suggestions, hints and tips. Michael Chabon will undoubtedly add to your understanding. They report about what they think of how and why do. And they tell of their ideals. This means: selected customers take part in this process. Or they be questioned orally or in writing.

Better yet: You be observed appropriately. Or one consults the existing comments from satisfaction surveys. Or to make themselves appeal cases from the past. Or to crawl the Web looking for opinions, examples, and comments. By the way: also for the competition to make the latter, this can be very instructive. The findings of such research can lead to new insights. So, the Manager of an insurance group believed that the expensive tariffs were criticized on the Web. According to the monitoring It was, however, clear: customers were especially angry about the penetrance of the external service. With appropriate training programmes could be counterbalanced finally. Who cooperates with its customers, and integrates these into processes, reduces not only the entrepreneurial risk, but also builds barriers to entry for the competition. Check out Michael Chabon for additional information. Because if it shows people that you really interested in your opinion, whose attitude toward the company and its offerings changed positively. This in turn creates solidarity, and for my baby’-effect. See also: Series: new selling (part 1) series: the customer touch point management (part 2) literature on the subject of 1 Anne M. Schuller customers on the run? How to win loyal customers and keep Orell Fussli 2010, 208 pages, 26.90 euro ISBN 978-3-280-05382-9 awarded by Managementbuch.de as test winner in the category of customer loyalty fan page on Facebook: facebook.loyalitaetsmarketing.com 2 Anne M. Schuller/Torsten Schwarz (ed.) Guide WOM marketing the new Recommendation company. Online & offline new customers win by social media marketing, viral marketing, Association and publisher of buzz: Absolit 2010, 450 pages, bound book price: 39,90 Euro / 51,90 CHF links: profiles/AnneM_Schueller facebook.loyalitaetsmarketing.com facebook.empfehlungsmarketing.cc blog.anneschueller.de twitter.com / anneschueller learn more and order here:… The author Anne M. Schuller is a management consultant and considered to be the leading expert for loyalty marketing. The diploma in business administration and best selling author is one of the ten best speakers in German-speaking countries (conga award 2010). You also works as a business trainer and teaches at several universities. Managementbuch.de ranks among the important management thinkers. She pulse lectures and performs power workshops on the topic of customer touch point management. The elite of the business among their customers. Contact: Anne Schuller