But I’m feeling better than usual this morning - the morning after the Cleveland Cavaliers won their first NBA title in franchise history.
I was born just outside of Cleveland - east side. I grew up there - west side. Then, I left for college at age 18 and I haven’t lived there since - almost 35 years now.
But it’s still my city. And Cleveland teams are still my teams. Through all the moments of disappointment. Through all the seasons without hope. Through the worst drought any fan has ever had to endure, they were - and always will be - my teams.
And I’m far from the only one who feels that way.
So, if teams that consistently and even predictably underperform can maintain a passionate fan base, you can certainly find ways to encourage customer loyalty, right?
Each team is different; not just from city to city, but from year to year. As players and coaches change, teams develop unique personalities and playing styles. Their marketing departments may even latch onto those differences and promote them. What’s unique about your team? What are the benefits of that uniqueness? How can you spread the word about your brand’s style and personality?
In post-game interviews, many of the Cavs talked about believing in themselves, despite the fact that no team in NBA history had come back from a three-games-to-one deficit. What about your team members? Do they believe in what they do every day? Do they look for ways to improve? Do they understand how important their roles and their performance are to customer perception and your company’s success?
Next season, the Cavs will be the team to beat. And yes, there will be even greater pressure on them to repeat. Likewise, how does your team improve its game to meet tougher competition and rising customer expectations? Do you have a goal - or several - that everybody is shooting for? Are you all moving in the same direction, unified and focused?
Those are all questions you need to address before you can maximize customer loyalty.
If you’re a Cavaliers fan, take a few days to enjoy the team’s success, and then get back to work on your own. Let us know if we can help.