Creating customers of the future

More and more we see schemes which try to generate a good customer outcome. At Barclays we call them magic moments, where a colleague or client has gone above and beyond the call of duty. However, this raises a thought for me: should a customer only get a great outcome when the seller goes above and beyond?

I think we would all agree, when selling a product, that just doing the right thing isn’t good enough. If we respect and value our customers, then we know we need to keep pushing to place ourselves in their shoes. The goal is not simply to give them a satisfactory journey, but to give them a great outcome – one which they will remember and recommend, becoming a customer of the future.

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