Difference Talks Creating a Culture of Customer Loyalty with Ken Schmidt
In our conversation with Ken Schmidt, former director of communications at Harley-Davidson, we discuss the brand's struggles and turnaround. We explore the importance of community, quality, and human behavior in building brand loyalty and creating memorable customer experiences. Ken emphasizes that customers are loyal to the people behind the brand, not just the product, and shares insights on how businesses can differentiate themselves in a competitive market.
Takeaways:
· Management must recognize and address threats before they escalate into crises.
· Customers are loyal to the people behind the brand, not just the product itself.
· Creating memorable experiences is crucial for customer retention and loyalty.
· Visible passion from employees attracts customers and fosters loyalty.
· Businesses should focus on being known for who they are, not just what they do.
· Businesses should prioritize customer feedback and experiences over mere data collection.
About Ken Schmidt: Ken Schmidt is the former director of communications at Harley-Davidson, an author and keynote speaker. He is widely known and respected as one of the business world’s most outspoken, provocative, and entertaining thought leaders on competition, brand management, positioning, reputation management, human behavior, and loyalty.
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Where to find more: https://kenspeaks.com/