Customer Service Feedback Loops

One way that you can serve and help your customers is by helping them get out of the unsuccessful ruts they're in and spur them on to success. Most opportunity consumers are what I call program-hoppers: that is, they hop from program to program without any success, often because they're not committed to success from the very beginning. Well, if you teach them right, they can become stuck on success rather than failure. Here's how this works in terms of feedback loops:

Failure Feedback Loop -> No commitment -> Half-hearted effort -> Marginal to no results -> Lessened commitment -> Lessened effort -> Lessened results -> Repeat downward cycle.

Success Feedback Loop -> 100% commitment -> Full, dedicated effort -> Some results -> More commitment -> More effort -> Better results -> Even more commitment -> Even more effort -> Even more results -> Repeat upward cycle.

These feedback loops explain why the successful become more successful, and why other people stagnate at the same level for life. If someone is struggling, or a program hopper, they're stuck in the failure feedback loop. Our goal as marketers is to break the cycle—and not just because we're altruistic! Success breeds more success, so successful people spend more money on our products…because they have more to spend. We must snap them out of the cycle of failure. If left to their own devices, it's unlikely they'll break out of the loop on their own. If we don't do it for them, no one will.

That's why it's up to us to jar our customers' reality (in a good way) so they work hard, stick with the programs, and get results. That's the best thing we can do for them. They might grumble at us in the short-term, but they'll certainly thank us in the long term.