Getting an audience is hard. Sustaining an audience is hard. It demands a consistency of thought, of purpose, and of action over a long period of time.
- Bruce Springsteen
While you may not initially think of Bruce Springsteen as a master of marketing or customer service, it doesn't take a big mental leap to understand that, on a fundamental level, being a great performer is the same as being on the "stage" in customer service. Just as in music, you have to begin by enticing your customer with a new product. Then you have to build their trust by following it up with other great services and products, or you will quickly lose their interest and become a "one-hit wonder." As Bruce Springsteen highlights, you have to have a plan - a series of touch points throughout your customer life cycle - where you will continue to engage and wow your customer again and again. Have you thought through what those touches will be?