“A lot of these employees have traditionally been treated pretty poorly by customers,” Maureen noted. Early in the Covid-19 pandemic, our colleague Rob Markey interviewed Maureen on the Net Promoter System Podcast about surveying customers during this tumultuous time, and the importance of passing the thanks along to employees as inspiration and motivation.

Sharing positive feedback with your frontline and design teams inspires those teams to share even more love with customers, creating a virtuous cycle. When your customers love you, it feels good. Think of all the telecom ads that emphasize that all current customers get the same deal as new customers, and the many, many subscription companies that know retention is as important as acquisition. It has seemed that acquiring customers as fast as possible was in fashion. It’s such a valued recognition of loyalty that American Express’s cardmembers worry that card changes could cause the clock to restart. American Express, a leader in customer Net Promoter Scores (NPS), famously lists “Member Since” dates on the front of every credit card. Love language 1: Words of affirmationĬustomers want to know a company values them and their loyalty.

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The five love languages men's edition