J. N. HALM

“I have come to realise that customers love companies that make them feel good about themselves—companies that reflect what they, the customers, believe about themselves. Customers fall in love with the company that says to them, "You are unique. You are great. We are the only ones who can make you feel that way. Fall in love with us and we will continue to make you feel great.”

“Customers, like spouses, can be at your beck and call if you give them what they need, when they need it and how they need it. Massage their ego and you have them by the heart.”

“Customer service is all about FEELINGS! I am of the opinion that customer service is actually FEELINGS MANAGEMENT.”

“Those who deal with customers on a regular basis should be circumspect whenever they open their “traps.” It is better not to say anything at all than to say, and later, pay!”

“Customer Romance does not just happen; neither is it dependent on just providing product or service for customers, nor is it a puzzling set of practices. Rather, it occurs as a result of a deliberate, thoughtful plan of action. Companies that are known to provide the best customer experiences have philosophies that guide them to take actions their competitors do not even dream of.”

“A business that is not in love with its customers, but only the money they bring, should not expect love back.”

“One plus one makes two but two monologues do not make a dialogue. Of all the traits, characteristics, attributes and habits of today’s customers, the one that has serious consequences for businesses is this—today’s customer does not want to be just spoken to. She wants to be engaged in a dialogue. Today’s consumer expects to be part of the conversation about the product and/or service on offer. Today’s customer does not want to be fed with advertisements. Collaboration is what excites today’s customer.”

“In this day and age, it is the business that knows how to woo and win the hearts of its customers that will eventually win their pockets.”

“Great companies know that customer relationships in these times call for more than just having a great product (or service) backed by a great sales team. Customers have to be wooed until they fall so deeply in love with your offering that they will ward off advances from potential suitors. No matter how well you perform as a business, there are little things that can cause the relationship with your customers to suffer. The companies, products and/or services that we love are those that “touch” us in the right places at the right times. After all, that is what “romancing” the customer is all about—feeing your way to the customer’s heart.”