Please forgive the length of my last blog. Believe it or not it was longer but I edited some things out. I’m afraid I was suffering from education overload. Each day we start the Growth Summit at 8 AM. When that concludes at 4 PM Gazelles coaches gather for another two plus hours in additional education and planning.
Strategic Discipline Blog
Graham Weston took a risk asking our Growth Summit audience to give him comments good or bad about his company Rackspace. At the core of his curiosity is a commitment to a cultural change he began in 1999 which has sky-rocketed his firm to enormous growth and an envied position in a highly competitive expanding marketplace. A CEO from the audience responded describing an emergency situation where their server went down right before hosting an on line webinar at 10 PM on a Saturday. Rackspace answered their call immediately and worked through the night to help them get their webinar on by 6 AM Sunday. The CEO said it was the most impressive customer service performance he’d ever seen.
How do you measure customer loyalty? How important is customer loyalty? Fred Reichheld suggests that most companies are doing customer loyalty all wrong, and yet it is the one thing that when done right secures real growth for your business. In Fred’s presentation he discussed his books, The Ultimate Question, Loyalty Rules and The Loyalty Effect, mostly highlighting recent information in the latest offering, The Ultimate Question.