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creating the human connection
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Ensuring the perfect customer experience

What’s the key to creating customer loyalty?

The most powerful way to create consumer connections is by providing outstanding customer service. After all, the most basic and compelling need of a customer is feeling a sense of trust, reliability and caring. Other organizations can copy your pricing, your product mix, your advertising approaches. What they can’t copy are the relationships you form with customers.

Branding is fueled by positive emotion

Apple and Starbucks have great products, but that’s not what keeps their customers coming back. The feelings they inspire are what drive loyalty and develop lifetime fans and followers.

No one encapsulated that idea better than the great American poet Maya Angelou:

I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.

- Maya Angelou
So true. The best marketing creates an emotional connection. And great service is great marketing.
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Marketing is every touch point

Marketing is not just advertising; it’s all those direct interactions you and your team have with customers. A great customer experience takes planning and training and ongoing attention.

Customer service is our passion. Carroll Rogé has learned from experts at leading organizations in the field. A two-time alumnus of the Disney Institute in Orlando, he went behind the scenes to learn about the business magic at the Disney theme parks. He can bring those principles to your organization and help you see through the eyes of your customer.

Experienced in creating the “experience”

Rogé Marketing has extensive experience in customer service analysis, program development and training.

  • Developing a service mission and standards
  • Focusing on details to exceed expectations
  • Phrasing responses to convey positivity and caring
  • Fostering and expressing empathy
  • Practicing proactive service recovery
  • Assessing and improving the consumer environment

We also provide training on leadership/team development and interpersonal relationship building. Don’t neglect training for those so-called “soft skills.” They are vital for your team, your organization, and your customers. Rogé Marketing can help.