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Business Growth Plan: Keep your customers happy at all cost

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Each day, for the next three weeks, we will publish a tip from one of Britain’s fastest-growing companies, offering a suggestion to help you grow your business. 

What’s the first tip of the Real Business Three-Week Plan? Keep your customers happy – at all cost.

Simon Calver, chief executive of LoveFilm explains: “Start with the customer. What makes your proposition better than anyone else’s?” 

He says that LoveFilm’s brand is built around three core principles – range, value and convenience – which is hard-wired into every LoveFilm employee’s brain. 

It seems to work: today the movie rental firm has 1.6 million subscribers across the UK, Germany, Sweden, Denmark and Norway. 

“Make your customers love you by offering them the best customer service you possibly can. The customer is always king.”

What does “the best customer service” mean? It means answering the phones, keeping promises, listening to your customers, dealing with complaints, being helpful, taking that extra step. 

What will you do today to keep your customers happy (and therefore grow your business)?

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