Growing Up in the South
My first lessons about customer loyalty came from my childhood. I grew up in Marshville, North Carolina, a small town of about 1500 people located close to the South Carolina border. Like many small towns in the 1960s, Marshville boasted a busy town square made up of mom-and-pop businesses. Guion’s Drug Store, Audrey’s Dress Shop, Collins Brothers Market, and Perkins Dry Cleaners were all owned and operated by local people.
Audrey, Mr. Collins, and the others were behind the counters of their shops everyday serving customers, most of whom they knew on a first-name basis. We came to these stores as much for the latest gossip and news as we did for prescriptions, a carton of milk and dry cleaning.
By big city standards, our buying choices were limited, but we didn’t know it. Local businesses met our needs and, in return, won our loyalty.
For most businesses---whether large or small---these good old days are gone forever. In today’s competitive business climate, aiming for customer satisfaction is no longer enough. Many customers who are satisfied with a product or service will defect to buy a competitor’s product without hesitation, forcing many businesses to spend more and more money to attract new customers.
To maintain a dependable clientele and curtail the expense of wooing new customers, businesses must go beyond their usual concerns about customer satisfaction and take steps to ensure greater loyalty. You can't go back to the old days and old ways of doing business, but you can build a new and similar sense of community with your customers.
Effective loyalty and win back strategies are essential for any company’s success. The Griffin Group is dedicated to helping you get the most return from your customer relationships.
'Cause It's Gotta Be Fun!
The mandate at the Griffin Group is to produce results for our clients and have fun along the way. Two company mascots, one real and one fictitious, fill our days with a lot of smiles. Meet Scooter our company Welsh Corgi.
Our other company mascot is Willie Win Back . Willie personifies the trials and tribulations that everyone encounters in their daily pursuit of customer loyalty. Willie will share with us his adventures in Loyalty Land and in the Win-back Frontier. Join us for the journey. It promises to be both fun and enlightening.