ABSTRACT
“Devotion” is an awesome place to be, where customers are devoted to brand. This is a place of customer satisfaction and delight so supreme that they will continue to move through their buying journeys with organization evermore. This chapter presents two scenarios: utilize a cyclical value-adding customer engagement approach that keeps providing a tailored experience that helps customers overcome challenges and achieve their goals; and develop a tailored surprise and delight approach ongoing (even when customers are not in a buying journey). Signet’s Process Optimization Program provides details of an industrial/supply chain cyclical partnership approach for supporting and helping customers throughout their journey. A cyclical ongoing value-adding customer engagement approach can be developed for virtually any industry and customer persona.
