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ProTip: A Lesson on Customer Engagement from The Boss (Springsteen, That Is)

Michelle Nitchie / Mar 20, 2014 8:00:00 AM


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?

Topics: Memorable Interactions, Customer Experience, Customer Lifecycle

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