Last week I happened to visit a mall & happened to overhear the conversation over the counter – “Find out who is the customer contact and see whether you can have an affair with her”. A senior colleague was suggesting a junior – who was trying to break an ice with a customer.
It sounded very funny to me. However, when went through deeply, it made sense. What teenagers/people do when they are in love? They try to find out every minute detail of the person they are in love with. He/she want to know what the other person’s likes/dislikes, hobbies, interests and what not? They approach the other person very carefully and treat them very important.
You know what? If we apply these principles or even 10% of these principles with our customers, our day is done. We get ideas to serve them better. When we serve them better, they obviously feel good and naturally come back to us. That is all what is relationship is about.
In the business language, having an affair with the customer is building good customer relationship. You might ask a question, what is IT has to do with customer relationship? My answer is most of it. You can capture all your customer information through the IT systems. They can help you get the single view of the customer, interests and what not? You can leverage IT to gather information and monitor the relationship. Here you go..
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