“When you exceed customers’ expectations, they will continue to buy from you, and they will tell their friends to buy from you as well. Renewals and referrals create a solid foundation for a profitable business. Perennial playoff teams like the New York Yankees or the Los Angeles Lakers might be able to get away with mediocre customer service (not to say that they do). However, most pro sports teams and most businesses are not that lucky. If you don’t “wow” your customers, be prepared to be replaced by an organization that will. One way we delighted our customers in the NBA was through a strategy the league referred to as “slam-dunk moments.” In brief, a slam-dunk moment is a random action designed to show clients how much you care. Our goal was to slam-dunk our customers at least one time each season.” Continue reading this article on the Personal Branding Blog…
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