I’m preparing my keynote speech for the 2008 Loyalty, Incentive and Reward Expo, this Monday, 11/5, in Orlando.
Among the many issues I’m thinking about, ponder this one: Are your customers loyal to your promotions, or loyal to their relationship with you?
(Do you think this is a major issue? I do.)
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In addition to writing, I spend most of my work time helping companies unleash their potential by creating better connections with their customers. This happens through my speaking events and through Yastrow & Company consulting engagements, where my team and I help companies figure out who they intend to be in the future, and then engage the entire company in creating that future through strong "We" customer relationships.
Before starting Yastrow & Company in the mid-90s I was vice-president of resort marketing for Hyatt Hotels. My experiences in the hotel business showed me clearly that most marketing doesn’t happen in the marketing department. Customers are paying attention to all interactions with a company, not just the promises made in traditional "marketing communications."
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Morning Steve, would love to be a fly on the wall for this one! 2008 Loyalty, Incentive and Reward Expo
“The only Conference focused on maximizing your customer, employee, and client relationships.”
Does your keynote answer the questions you’ve posed here Steve?
Are your customers loyal to your promotions,
or loyal to their relationship with you?
Would appreciate an executive summary of the Expo when you return. Most curious how many businesses
are truly beginnig to grasp the premise of “We vs Me.”
Safe travels,
bonnieL
Bonnie - I hope my keynote addresses these issues! (Let’s see what attendees have to say after tomorrow.)
So much of my work is about the connection between employees, customers and results, and how relationships, based on true loyalty, are what fuel that connection. More later …
Hey Bonnie,
You might check out the newsletter Turning Customer Loyalty Upside Down from the archives to read more about Steve’s thoughts on customer loyalty.