Dateline: Binfield, United Kingdom – Relationship marketing is at the center of customer service. I just experienced something that can help you and me as we deal with our own customers and increase customer loyalty.
As I type this I’m in a village in England an hour outside London. As I booked this trip, I was excited to fly the airline I’ve been with for years and with whom I hold a very high frequent flier position. They usually do a good job, but on this trip, I discovered that they have some flaws in their system which discourage me from choosing them over others in the future. I share this not to complain, but to help you think about how you’re rewarding –- or penalizing –- your most loyal customers. It is also important to remember the wise words of Harvey Mackay when he says, “Little things mean a lot? Not true. Little things mean everything.”
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