Do you know which of these characteristics usually turn a satisfied customer into a loyal customer? Finding the answer is crucial for your profits this coming year. Developing customer loyalty is the most important foundation for ongoing business growth.
In my last few columns, I’ve described two of the three critical disciplines that all market leaders share. Those first two disciplines, as defined by Michael Treacy and Fred Wiersema in their book, “The Discipline of Market Leaders,” are operational excellence and product leadership.