You know the old aphorism: “The Customer is King”. It turns out that nobody really means it. You have to wonder why. Let’s take a look….
WHAT IS A KING, ANYWAY?
Kings are confrontational — whatever conflicts with their rule must be challenged. Two kingdoms in conflict have limited choice: to conquer, negotiate, submit, or make an alliance.
What does it mean when we say that ‘The Customer is King’?
Most business owners would answer that it helps them to remember the ‘significance of the customer’. But it doesn’t mean the customer should have the power to dictate terms to the business. The Business is really the King.
WHAT IS A QUEEN?
In metaphor – the Queen is the consort to the ruler of the kingdom. If a King wants to extend his rule, he needs a loyal, supportive Queen who can raise princes that won’t challenge him, to keep the peace in his kingdom.
The ‘King’ is your business and the ‘Queen’ is your customer. The princes are your growth in market share, share of wallet etc. Be disloyal to your customers and they will rebel or defect.
Treat your customer like a Queen: two heads sharing common goals, values and interests. Don’t treat your customer like a King. You’ll butt heads and they’ll replace you with a competitor.
Play your cards right by reinforcing customer values to create a loyal, profitable and long-term relationship.
IT’S NOT A FAIRY TALE
It is in your best interest is to build long-term relationships with your customers by understanding and anticipating their values.
This is the top-spin that we put into Customer-centric marketing, to create, grow and sustain your customer relationships. It’s more than creative, more than branding, and more than rewards.