Of the attributes of a business brand, consistency of customer experience is top of the list. Consistency creates customer loyalty. A loyal customer is a repeat customer. Typically, repeat business is a lower cost opportunity to higher profit margins than new business. Therefore, customer retention should be a preferred business priority. But, people and businesses operations are imperfect. Mistakes happen. When a loyal customer is disappointed, how a business responds is an opportunity to strengthen the companies’ brand.
“Life is like music,” Sam observed.
I coach Sam, a healthcare clinic manager on staffing issues. His comment perked my interest. “Say more, Sam.”
“Here’s what I mean,” Sam explained. “All notes need to be heard. For example, I often compose piano music in the key of C major. If my melody includes an F major chord and I want to finish my song, I usually take my music directly to a C major chord. This transition is the quickest way to finish my tune because I hear two compatible major chords that suggest completion.”
About the Author
Richard Wilberg is a coach, musician, photographer, and former business leader who lives in Madison, Wisconsin.