Now, I am the first to admit I harbor a fair amount of bias toward all-things Apple-I'm as much a consumer as I am a worker, and I think Apple has done a righteous job blending the two lifestyles in its technologies. But when it came to the iPhone, I was more the mountain than Mohammad; rather than ditch Sprint -- which I've been with since the mid-1990s without any major issues -- in favor of AT&T just so I could get an iPhone, I decided to wait until the iPhone came to Sprint.
Yes, I know a CDMA iPhone is not like the GSM iPhone-a user can't talk and surf at the same time and the phone won't work outside the United States-and yes, that is kind of a bummer, but I've never had those features so I'm not going to miss them. My only complaint now is I have to wait until April 2012, when my contract is up, before I can upgrade my phone. But by then I'm hoping Apple will have released the iPhone 5 and the wait will have been worth it.
I love Apple, and I love Sprint. Both have provided me with the right tools and, in the case of Sprint, excellent customer service (in the 15-or-so years I've been with them, I can count on one hand the times I've received less-than-stellar service). Because of that, I was willing to wait to get the benefits of both companies. I consider myself a loyal customer to both companies, and unless something major happens, I will continue to be a loyal customer.
Can you say the same thing about your customers? Are they receiving the service they should expect to receive? How many customers have been with your company for the long haul? If the answer isn't as high as you'd like it to be, it's time to take a good, long look at how your customers are interacting with your company. Is it time to update your technology to reflect your customers' communication preferences or enable your employees the most up-to-date customer information possible? In my interactions with Sprint, its customer service reps have always served me with real-time information about my account and been able to make on-the-spot changes to ensure I'm not just satisfied, but happy. My loyalty to Sprint has as much to do with the technology it uses as it does the cheerful attitude of its CSRs.
Can you say the same about your company?