The Love Guarantee
The members that constitute a business community drive the bus and create demand. Providing an innovative product is only half the battle. Sustained success lies in keeping customers happy and coming back for more. Any company can claim superior customer service, but can they walk the walk?
I Love Rewards has been wildly successful in this, and we have the raving fans to prove it. Here’s why every company should develop their own version of our Love Guarantee:
Clients don’t have power, end users do. Clients won’t keep buying a product the user isn’t happy with. Dedicate a team to manage member happiness, and not only will that keep members happy, but clients loyal.
Customers are brand ambassadors. Marketing dollars buy presence and are essential, but reputation and credibility in the business community trump when it comes down to closing a deal. Keep customers happy and they’ll go to bat for you when you call on them for prospect referrals.
Competitors offer a viable alternative (and are trying to do it better). Competitors are well versed in your strengths and weaknesses, so don’t grant them an opportunity to fill a gap in your customer service. Establish a guarantee that is open ended and maintain a stop-at-nothing attitude to take satisfaction to the ultimate level: loyalty.
An I Love Rewards member, Michael McNamara, recently redeemed points to surprise his wife with a night at the Horseshoe Resort for a birthday, wedding anniversary, and Mother’s Day celebration. Unfortunately the redemption certificate was slow to arrive and upon booking his stay the reservation was refused based on a new two-night minimum policy.
His call to Member Support brought a happy ending. Within minutes one of our representatives found the problem, and an above and beyond solution. The bad news was that the vendor had failed to communicate the resort’s policy change. The good news was that they offered to cover the cost of the second night. We took an extra step to have flowers delivered to the room. In response, we received these words of praise from Michael:
“As a manager for front line Call Center employees I can be very hard to impress as my expectations are extremely high. I am very happy to say you not only met but exceeded every expectation I had”
The Love Guarantee Lesson: The Love Guarantee is our secret ingredient, ensuring that clients and their members love everything about their interaction with our company. Our promise to customers is, “We’ll stop at nothing to make sure your program members love everything about their experience”. We convert system hiccups and member concerns into opportunities to exercise the outstanding service and make continuous improvements. We welcome and challenge you to borrow our idea to do the same.
For more information on this topic, check out: Building a World Class Culture.