Are customers singing your song?
These lyrics rang through the Boleyn Grounds in East London a few weeks back at a pivotal Premier League soccer game between the Wolverhampton Wanderers and the West Ham United Hammers. I am a MASSIVE soccer fan and was giddy to be in attendance. There’s soccer and then there’s Premiership Soccer. Consider it like the difference between a ‘Pee Wee Football game’ and a Texas Longhorns football game – the stage is immense; the fans are rabid; the stakes are legendary. 
I kept pinching myself throughout the entire match, yet one thing amazed me more than anything on a remarkable evening. A large group of ‘Wolves’ fans made the road trip into hostile grounds for this matchup. Nearly 2,000 strong, the visiting side’s fans chanted, sang, and danced throughout the Wolves 3-1 victory on a misty, chilly English evening. They did not just show up; they participated and thrived in the moment.
This is loyalty.
What are you doing to encourage loyalty amongst your customer base?
- Are you going ‘the extra mile’ when a problem surfaces?
- Are you surprising your long-time customers with special perks, deals, and discounts?
- Are you ‘intimately’ aware of their wants, needs, and frustrations?
- Would your customers go out of their way to sing your praises?
Long gone are the days when TV, radio, newspaper, and yellow page advertising fueled your new customer pipeline. People are deciding on lawn care providers, insurance companies, restaurants, and child care through neighborhood chatter or water-cooler talk. What are people saying about your business?
If you score big with your customers, they’ll tell their friends. If you aren’t delivering a WOW experience, silence rules the day.
Help customers sing a song about your business.
Nearly 2 months to World Cup 2010!!!
Until next time,
Dan Naden
