Where is the Loyalty?

What happened to old fashioned loyalty? Are we really living in a world where it no longer matters?

We’ve heard about customer loyalty for decades.  But in the original context, the topic is about how to get customers to be loyal, returning, consistent, and committed supporters.

In the context of this writing, I am talking about the direct opposite.  What happened to the loyalty FOR the customer?  Let me share an example…..

I became an Apple product fanatic in 2007. I’ll save you the time of hearing about all the nights I spent sleeping outside the cell phone store’s from 2007 onward – just to get the iPhone early. I’ll save you having to hear that in my house there are four people and each of them have their own Apple watch, iPhone, iPad, and MacBook, and that every room in the house has an Apple TV.

The problem is that Apple has lost their loyalty to the customer.  Why should they care? If I leave them today, there are millions of other customers out there, that are as fanatical as me, who will keep them in business.

Frankly I’m disappointed.  I have four recent stories (a broken MacBook screen, an iPad that would not charge, an Apple Watch that was blamed on my child for the detached face, and an iPhone trade in that I was told would not power up – yet my son used it up until the day we mailed it in).

In each and every one of these situations – Apple assumes no ownership, no blame, no responsibility. If you have “Apple Care” then they will give you a DISCOUNT on the fixes for their malfunctioning and defective products.  If you do not, then you better be ready to pay near full price for the fixes or replacements.

What led me to write this today was the lack of compassion, the cold insensitive and uncaring attitude that Apple customer care, stores, and support has for their customers. In the early years, they NEEDED us.  The more happy customers they have, the better.  They built a dynasty. They entranced all of their customers to follow them on the technical evolution that would be what Apple is today.

I remember back in 2010 when I accidentally dropped my iPhone and, as you would expect, it landed in the perfect way that broke the screen into a million little pieces.  I took it to the Apple store, my face showing the signs of sadness as i walked up.  They looked at it, and my account, and realized how MANY products I had in my possession – and the support person said “This one is on the house” and gave me a new phone.

Those days are long gone folks.  Even with Apple Care, you have to pay a hefty price to get their broken or malfunctioning product fixed.  But most of all, there is no appreciation and response to loyalty.  As I stated earlier, I am sitting here with 25+ Apple products in my home, an Apple Credit card on my phone that I use heavily, and a reputation of being an “Apple Guy”.

But the recent in compassionate responses from Apple, and the coldness in their support has led me to believe that APPLE NO LONGER CARES IF I STICK WITH THEM OR NOT. If I stay…good.  If I go….we will find a replacement for you.

I’m saddened by this. I’m saddened that Apple has a lineup of products that fit my every need – and they all communicate together and work so elegantly for me. They are all connected, and it makes life so simple.  But God forbid that any of them have an issue – or else I will be left to pay for the fixes and the repairs.

Loyalty is ABOUT the customer, not FROM the customer.  Companies that realize that giving a few moments of attention, love, and support to your customers will pay dividends in the end.  Good companies never forget where they came from and who was there to support them when they were ‘growing up’.

I don’t feel the love Apple….  I’ve tried talking for literally hours with your support team.  I’ve tweeted to Tim Cook and your support twitter account – no one cares, no one responds.  In all four of the recent situations I have encounter, I never once asked for “full refund” or “full support”.  I only asked for SOMETHING.  Something to show you care for me as a customer.

It will never be the same – especially as long as you don’t see the value of keeping one customer happy.  I’ve been true to you Apple.  Since 2007, you’ve been the only one.

But that Samsung S20 is winking at me. Android may be in my future.  I wonder how Samsung would treat me as a customer? I wonder if they would hate to lose me if I began using their phone?  We may have to see…….

Loyalty – it’s about the customer, not the client.  Apple has forgotten the thing that got them where they are.  I’m just a number to them. Sad… I thought we had something….

10 Things Your Body Is Telling You

You can run, but you can’t hide. Whether you like it or not, your body is always with you everywhere you go. And now is the time to start listening to what it’s saying. Below are ten things that you should notice:

Arm1. When you wake up remind yourself “ARM going to make a difference today”

Every day is a new day. What you have done in your past has already accomplished what it set out to achieve. The only potential you have is to plan today for what you will do in order to make a difference in your life, your career, and the lives of others. Start each day by telling yourself you are going to do at least one thing to make a difference!

Toe2. Don’t let them say – I TOE’d you so

If we could take a poll across the world on how many people are positive all the time, how many are negative all the time, and how many are influenced by every minute of their lives in deciding which they will be, the numbers would be surprising for sure. If someone is giving you advice, analyze the advice and determine if it is a reasonable suggestion. Too many times our own egos tells us that we know better than everyone else. We live in a world full of people with many ideas. We can’t have all the right ones. Sometimes the best ideas in our lives come from those around us. Some of my best blogs have been suggestions or discussions I’ve had with other people. Never discredit the value of people in your life. And never let yourself fail in front of those who have suggested you the way to succeed.

Ear3. Let the whole world EAR your “Voice”

The world wants to hear what you have to say. Let your voice be heard. You have a very short time in this life to make a difference, and there are so many opportunities for you to change not only your life for better, but the lives of others. While there is a time to be heard, there’s a time to be quiet. Sometimes the best things are said when you say nothing at all. Examine your situations and your life, and determine if this is the time to be heard, or simply a time to listen and be quiet.

Groucho Nose4. No one NOSE your potential better than you

One of my favorite quotes among many I have read in the past has been “You can get by on charm for a season – but eventually you have to know something”. Everyone knows people that have more charm than potential. We also know that “perception is reality”. Sometimes it is not about how good you are, but more about how people perceive you. Your goal should always be to present yourself as confident and sincere in your abilities. No one truly knows what all you can accomplish other than you. And chances are very good that you are not performing at the level you truly CAN. Look for ways to improve every day. Ask yourself “What one thing can I do today to be a little better than yesterday?”

Knee5. Look around you for others who desperately KNEE’d your support

There’s a reason we have so many support groups, online support, customer service organizations, discussion websites, and social networks like Facebook, Twitter, and LinkedIn. People need each other. The question you have to ask yourself is “who needs my help?”. Because there is always something you can do to support others. One thing to remember is that if a poll was taken, it would surely show that some of the best support anyone has ever given has been just to listen to the other person. Sometimes people need someone to hear what is going on and not to be given advice. Who needs you today?

Leg6. LEG go of the things that are holding you back

It’s much easier to climb a mountain when you don’t have to carry a ton of things. Don’t let your past, your circumstances, and others in your life keep you from climbing to where you want to be. Take a hard look at the things you do every day, and ask yourself if everything you are doing is important and helping you to get where you want to be. If not, then start stripping these things from your life and strengthen your focus on efficiency and doing only those things that are important.

Eye7. Keep telling yourself “EYE can do anything if I only try”

I wrote a blog recently on the 5 reasons you should stop chasing your dreams. It detailed all the many things you or others will tell yourself to keep you from doing something you are passionate about. You truly can do anything if you examine what needs to be done in order to achieve it. Don’t let the negative comments, support, and feelings get you down. Rise above it and chase your dreams!

Neck8. Don’t let failure stop you – NECKS time you will be better

When you look at many great people through time, you will find they didn’t succeed on their first attempt. I read somewhere just recently that the more you fail the more you will succeed. This is because failure should be a stepping stone for you to determine what went wrong and how to correct it. Don’t let your hopes be destroyed by a failed dream. Put it behind you and try again. Falling down is okay. If you don’t stand back up, this becomes an issue.

Back9. You will never reach your dreams if you keep looking BACK.

Zig Ziglar once said “Yesterday ended last night”. Such a powerful statement and it’s so accurate. Regardless of what has happened in your past, you only have the opportunity to change today forward. Today is the first day of the rest of your life. Focus on the future.

Heart10. Follow your HEART – it knows where you need to be!

Our minds are working overtime every day. We think about so many options, opportunities, things we could have done better, and we approach so many crossroads where a decision has to be made on which direction to take. When you reach these crossroads, you obviously should think logically about your options, but always follow your heart. Search yourself for the true path that you need to take. Your mind should never overrule the heart. Write down your options, look at them, and ask yourself which one means the most to you, and which one you truly feel, deep down, will be the best one to take.

Listen to your body. The advice is priceless and will make you a better person in the long run!