BUZZ 9 – LOYALTY 2017-10-11T18:59:13+00:00

Thrive with the Hive – Buzz 9 LOYALTY

EXTRACT FROM Thrive with the Hive: 10 simple steps to follow to consistently deliver exceptional customer service, putting the internal and external customers at the heart of everything we do.

BUZZ 9 is an extract from Thrive with The Hive, and will talk to you about loyalty is what you get when you deliver exceptional customer service consistently.


In the Beehive everyone trusts each other, everyone has their role to play and they rely on each other to complete their jobs in the right order and the right time for the higher mission of the colony.
The definition of a colony is a group of people of one nationality or ethnic group living in a foreign city or country. So why do we trust someone belonging to our colony? Because they have common values and beliefs. I love those words from Simon Sinek: “when we are surrounded by people who believe what we believe, trust emerges, then magic happens.”

Employee loyalty should be at the top of every business owner’s list, and the biggest secret is to give loyalty first. If you want employees to go above and beyond for you, you must go above and beyond for them. Employees who are loyal will provide better customer service and will be more adept at helping your business grow. Businesses that focus on keeping their employees informed, and in the know, help to make them feel more a part of a team. When you take the time to clearly communicate with your employees, letting them know your expectations, their job duties, and provide feedback, they will be more loyal.

When you fight for your team, your team will fight for you. Celebrating success doesn’t mean that you have to give them more financially. There are many non-financial rewards you can give that will help build loyalty, such as giving respect and praise, having an employee of the month, being flexible when they need time off, and listening to their suggestions and feedback.

The way that small business owners can beat the big guys isn’t to compete with them on the things they are good at (e.g., low prices, logistics, etc.); it’s far more important to provide a level of service that your competition just can’t match: exceptional customer service and creating customer loyalty.

Loyalty can be defined as a customer continuing to believe that your organisation’s product/service offer is their best option. It best fulfils their value proposition, whatever that may be. They take that offer whenever they are faced with that purchasing decision.
Shared values are by far the largest driver of brand loyalty. Most customers aren’t particularly loyal to any one business, but they are loyal to what the business stands for.
Employee advocacy brings customer nurturing to everyone’s doorstep. All of your customers should be your advocates, when they love you, they buy from you, they recommend you, they are definitely your advocates. Getting customers to advocate for you is a lot different from getting them to buy your products and services.