Customer Loyalty Scores Reveal ‘Best of Breed’ Printers
Be careful thinking that quality drives loyalty. Quality is just a prerequisite to being in the printing industry. It is expected. The white glove player may need to figure out how to say “no” to those customers or jobs that are not a fit or they will continue to have mixed loyalty. Reputation is at stake with mixed loyalty Be careful. Those looking at how to get to the next level are well on their way.
Bottom Feeders ( Bottom feeders are either ignorant to how to serve customers, have processes poorly defined for consistent performance, are in denial and feel negative feedback is what to expect, or management is plain burnt-out or checked-out. This group must look in the mirror and seek help. Typically, a bad reputation is already out of the barn and tough to turn around.
A few years back, I worked with a person who bought a printer. What would make them do such a silly thing? They were changing careers and wanted a challenge. They got a challenge alright. They were unaware the past owner had checked-out long ago and customers were ticked off. They conducted a survey and discovered they were a bottom feeder. It took six months of customer presentations and PR to prove to the community and customer base things were different. “Under New Management” blasted from the mountain tops! They did a great job turning around the business, but it was painful.
While 84 percent percent of print buyers being very likely to recommend a printer may seem low to you, be careful about throwing stones. Go out and ask the question to learn how your customers truly feel and, more important, how you can earn and retain their loyalty.