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Blink 3 of 8 - The 5 AM Club
by Robin Sharma
Zombie Loyalists
Summary of 5 key ideas
Audio & text in the Blinkist app
Key idea 1 of 5
Nothing should stand between your company and loyal customers.
Say hello to some zombies you’d like to meet – Zombie Loyalists. While regular zombies will do anything to get their next feed, Zombie Loyalists will do anything to show their support for a company. They’ll tell their friends about your brand, and they’d never dream of buying from one of your competitors. These customers are programmed to love you.
But how do you get them?
Breeding Zombie Loyalists comes down to one thing: great customer service. No matter how much prestige your brand has or how fresh your products are, people won’t become passionate customers unless your company provides them with fantastic experiences. And that’s not really so difficult to do. Nonetheless, most companies have a few things hindering their customer service, such as convoluted communications processes or a less-than-welcoming company culture.
If you want your employees to give your customers something special, start by boosting internal communication. No customer wants to spend hours in line or on the phone waiting for a solution to some problem. Customer support must be made efficient, by ensuring all departments can connect and collaborate with each other.
The next step is to nudge your employees in the right direction. Let them know that their suggestions for improving customer experience are welcome. For instance, the author once worked in a yoghurt shop in New York. One day he recognized the dirty brass poles holding the awning above the entrance and went out to clean them because it would attract more customers. The owner asked him why he wasn’t behind the counter and told him not to think too much.
You’d be surprised at how many workers don’t point out problems they’ve noticed, simply because they feel it's not their responsibility. But by encouraging your employees to take initiative and test out different solutions, they’ll be more than happy to go out of their way to make customer experience that much better.
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What is Zombie Loyalists about?
Zombie Loyalists (2015) gives you the inside scoop on the customers that every company dreams of attracting. These blinks, illustrated with insightful stories from a wide range of businesses, provide you with simple steps that your brand can take to establish, grow and maintain a faithful, enthusiastic customer base.
Best quote from Zombie Loyalists
If your company puts rules before people and inflexibility before logic, you have a problem.
—Peter Shankman
Who should read Zombie Loyalists?
- New brands hoping to build a stable and loyal customer base
- Managers seeking strategies to lift their employees’ customer-service skills
- Representatives in customer support interested in ways to improve their work
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