How to Build Relationships Customers Value
Eighty percent of business leaders believe they do a good job in building customer relationships. But, only 8% of customers agree. Why the discrepancy? The Whetstone Edge, LLC has just released a white paper that explains why and spells out what companies can do about.
Pleasant Hill, CA. (PRWEB) May 2, 2007 -- The Whetstone Edge, LLC announces the publication of a new white paper entitled "Elevate the Dialog: The Pathway to Sustainable Profits, Growth and Customer Equity." Eighty percent of business leaders believe they do a good job in building customer relationships. But, only 8% of customers agree. Why the discrepancy? This white paper that explains why and spells out what companies can do about.
Managing partner, John I. Todor, Ph.D. make the point that, "In an era of abundance, overwhelming choice and short product lifecycles, customer relationships, not products, are the major source of competitive differentiation." He goes on to say, "Most companies are focused on products, the transaction and standing behind their products. These are the ante to stay in the game but are not what today's customer's value or reward with loyalty. Customers want trusting and close relationships that deal with issues they find challenging and deliver customer experiences they find meaningful.
Senior partner, William D. Todor, Ph.D. adds, "Building relationship value in the eyes of customers requires a systematic shift in the focus of the relationship." He goes on to say, "This shift in focus depends on developing relationship value based on trust. This is dramatically different from trust in a product and is much more than the willingness of a company to stand behind it."
This white paper lays out the challenges and the rewards that accrue to companies who overcome the challenges. It spells out a clear framework for shifting the focus of the relationship and building the type of trust essential to relationships that customers value.
John Todor emphasizes that "customers really do want trusting and close relationships. They want these types of bonds because they simplify things in an increasingly complex world."
This white paper, Elevate the Dialog: The Pathway to Sustainable Profits, Growth and Customer Equity is available free from The Whetstone Edge, LLC by going to
www.TheWhetstoneEdge.com//Elevate.php.
The paper is based, in part, on Addicted Customers: How to Get Them Hooked on Your Company, a new book by John I. Todor, Ph.D. (www.AddictedCustomers.com)
John I. Todor, Ph.D. and William D. Todor, Ph.D. are partners in The Whetstone Edge, LLC a consulting and training firm that applies scholarly research on human behavior to buyer-seller dynamics including customer loyalty, trust, retention, customer service, CRM, customer relationship management, customer experience management and marketing strategy. Customer care, acquisition, and client relationships are profoundly affected by the underlying psychological principles that lead to customer satisfaction, trust, loyalty, and long term, high lifetime value. They speak and consult worldwide on these topics. More information is available at www.TheWhetstoneEdge.com.
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