It takes so much effort and money to acquire a customer, that by investing back in their satisfaction, we will automatically improve our bottom line and create greater brand loyalty.
To do this though, you need to create a "shift" in the way people think in your organisation. That is easier said than done.
Randall Stephenson became CEO of AT&T in 2007 and his first port of call was to create a shift in thinking across the entire organisation.In the past the company had been focused on their wireline business, but he wanted everyone to shift their thinking to the future, which was wireless. "That's where the growth is," he said. The new strategy was to "Mobilize everything" and so he went about communicating this shift to all the employees, stakeholders and customers.