Tuesday, October 18, 2011

Loyal customer or terrorist?

I spoke with a long-time customer of a client of ours at LaBov & Beyond. He started off sharing his passion for the product, but quickly became animated and frustrated about the product and its brand. He felt discarded by the brand, not listened to--he was no longer a brand advocate, he was undermining it.

It is a double-edged sword often: the very customers who are with you the longest can also be the ones who are most critical. Not listening or paying attention to them or taking them for granted will backfire.

Two options: Listen and follow their advice, or fire them. There is no middle ground.

Barry LaBov
LaBov & Beyond

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