BUSINESS

Fredrich Reicheld in his well-known article 'The Loyalty Effect' makes the statement that 'it does not matter how many customers we keep satisfied, it matters how many satisfied customers we keep.' This philosophy drives the Sewells approach and reinforces the notion that customer satisfaction initiatives should be loyalty driven. This focus on loyalty over pure satisfaction is a critical success driver and provides the justification for efforts related to customer handling, process refinement and customer value-add.

In our experience OEM's and Dealers who understand the direct benefit to their business and brand of loyal customers, and who are prepared to invest and build their competencies in this area will reap the benefits both now and in the future.

"There is only one boss. The customer! And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else."
-- Sam Walton (1918-1992)

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