You have to start early with customers. It’s better to consult with them, even before you start developing the product. Then let them beta test for you. Find out the top five things they want the most and target those.
Loyalty takes time and several interactions. Every web site view, every support call, every coffee chat, every site visit… all these things build relationship. The researcher does these things when there’s time. For researchers, there’s never time.
The CEO makes time, takes the call, buys the coffee.
Talk to five customers a week… for a start.
Read “Blueprint To A Billion” by David Thomson