Simple Way for Executive Leadership to create Customer Evangelists...

Verne Harnish, CEO, Gazelles Inc.
@thegrowthguy

As this blog is about "all things Customer Experience" and the wins associated with having a Customer-Centric Focus, I needed to share my recent , personal interaction with Verne Harnish @thegrowthguy, author of "Mastering the Rockefeller Habits" and CEO of Gazelles,Inc a firm that provides strategic planning and execution methodologies to growth oriented organizations.

My "Customer Experience" began with a referral to Harnish's Rockefeller Habits book by another CEO acquaintance of mine.  After reading the introduction and first chapter, I knew I had hit some great pay-dirt and became giddy about the potential of this information being implemented in firms and teams in which I am familiar.

With my giddy enthusiasm, I went to Harnish's corporate website at Gazelles. Once there, I investigated the content and related resources and decided to make an inquiry via the "contact us" link feature.

Wait for it!.....The "Lesson" emerges...

Once I placed my inquiry via the "contact us" link, I received an email reply within 10 minutes (this was a Monday morning around 9am).  Now, rather than the canned, auto-reply speak, I received a brief, personal email note directly from Verne Harnish himself!  He made specific references to my request and even asked for the name of the individual that was "so kind to refer my book to you".

I gladly replied with the name of my contact in a reply email, for which Verne then replied and gave me a little overview of his relationship with my friend and his company and asked that I pass along a greeting to him.  Here is a guy who has people for this "mundane stuff", yet Harnish gets it...by showing he is passionate enough to respond to inquiries, he sees what the client base is looking for himself, without various layers of filtration.

I mean I was blown away!  Heck, I read(and purchase) a ton of business type content and this is the first time I felt "Engaged" in any type of recent purchase I made.

So, Three Tactics to Implement to Create Customer Evangelists! Oh, and Improve R.O.I, based on my free lesson by Verne Harnish...

1. Seek ways for your Executive Team to find opportunities to have intimate engagements with your customers.
2. Have Upper level leadership answer a "customer service" phone line on a somewhat frequent basis.
3. Have Leadership take opportunties to respond to the "contact us" inquiries from your websites.

More on The Rockefeller Habits in upcomming posts...