After reading Lead for Loyalty by Frederick F. Reichheld, answer these questions using your article as one source, and add another authored source you find on your own to support your answers. Answer the following questions completely in your thread - use headers to separate your responses for each part of the assigned questions below:
Describe a company that gained your brand loyalty based on their words or deeds.
Are ‘customers always right?' Check out some articles on this topic as a new reference.
Describe ONE of the Six Principles of Loyalty that Reichheld discusses and apply it to a brand that you believe delivers on this today.
Summarizing this article will help you prepare for your final project, your Consumer Brand Marketing Plan.
Full Answer Section
Over the years, I have purchased many other Patagonia products, including clothing, shoes, and outerwear. I have always been impressed with the quality of Patagonia's products and their customer service. If I have ever had a problem with a Patagonia product, the company has always been quick to resolve it.
In addition to its high-quality products and customer service, Patagonia is also a company that is committed to social responsibility. Patagonia donates 1% of its sales to environmental causes, and it is working to reduce its environmental impact by using sustainable materials and manufacturing practices.
I am loyal to Patagonia because I trust the company to make high-quality products that are good for the environment and good for society.
Are customers always right?
Whether or not customers are always right is a complex question. On the one hand, it is important to value customer feedback and to do everything possible to meet customers' needs. On the other hand, it is also important to be realistic about what is possible and to set boundaries.
There are a number of articles that have been written on this topic. In one article, "Is the Customer Always Right? A Balanced Approach," author David Kirkpatrick argues that customers are not always right. He writes, "The customer is not always right because the customer is not always informed, and the customer is not always rational."
In another article, "The Customer Is Almost Always Right," author Bruce Temkin argues that while customers are not always right, they should always be treated with respect. He writes, "Even when a customer is wrong, they are still a customer, and they deserve to be treated with courtesy and respect."
I believe that the best approach is to balance the need to value customer feedback with the need to be realistic and to set boundaries. It is important to listen to customer feedback and to do everything possible to meet customers' needs. However, it is also important to be honest with customers about what is possible and to set boundaries when necessary.
One of the Six Principles of Loyalty and a brand that delivers on it
One of the Six Principles of Loyalty is "Make it easy to do business with you." This principle is about making it easy for customers to do business with your company, both in terms of the products or services you offer and the way you interact with customers.
A brand that I believe delivers on this principle is Amazon. Amazon makes it easy for customers to find and purchase the products they need, and it offers a variety of convenient delivery options. Amazon also has a customer service policy that is focused on making things right for customers, even when they make mistakes.
For example, Amazon has a "no questions asked" return policy. If a customer is not satisfied with a product, they can return it for a full refund. Amazon also offers free returns on most items.
Amazon also makes it easy for customers to contact customer service. Customers can contact customer service by phone, email, or chat. Amazon's customer service representatives are known for being helpful and polite.
Overall, Amazon is a brand that makes it easy for customers to do business with them. Amazon offers a wide selection of products, convenient delivery options, and a customer service policy that is focused on making things right for customers.
Conclusion
In conclusion, Patagonia, Amazon, and other brands that deliver on the Six Principles of Loyalty are able to gain and retain customer loyalty. By listening to customer feedback, making it easy to do business with them, and rewarding customer loyalty, these brands are able to build strong relationships with their customers.
As I prepare for my final project, my Consumer Brand Marketing Plan, I will keep these principles in mind. I will focus on creating a brand that is customer-centric and that delivers on the Six Principles of Loyalty.