What if our company closed tomorrow? Could our customers live without us? Would they miss us? To stay in the market, it is essential to have a portfolio of satisfied and loyal customers. The loyal customer supports the increase of our company sales and the reduction of marketing costs to attract new customers while strengthening our current positioning.
We find this reflection in Jim Collins’s book “Good to Great”. Imagine that, during a meeting with your team, you challenge them to share their answers and reflections on this question. What would happen? Would they be interested? Would they share positive thoughts or would they hesitate to speak up?