Do you have a service strategy? Most organizations look at complaining customers as a necessary evil and part of the job that needs to be done, but which is not looked upon with a great deal of delight.

While keeping an eye on competitors is important, a surprising number of businesses get bogged down trying to build a protective shield around their business to keep their competitors out. This focus is misplaced. What leaders SHOULD be focused on is being obsessed with doing whatever they can to prevent loyal customers from leaving.

The growth formula for any business is: growth = a stable base of loyal customers + new customers. Reliance on adding new customers isn’t a winning growth strategy; retaining and growing existing customers is. Customer loyalty is a function of the service experience they have with you, how they FEEL when they engage with you.