The Super Bowl is today. A few hours after the game begins there will be a winner and a loser. We want to see a good game – as in an exciting game with thrilling plays and a little bit of uncertainty and drama. If you have a favorite team, you want them to win. But, even the loser of this game isn’t really a loser. Yes, they will have lost, but to the best in the world. Just to get to that game, both teams had to win throughout the season and then play a series of “do or die” games through the playoffs to make it to the big game. Both teams were winners going into the Super Bowl. While only one team can walk away with the trophy, the other team can still put on a show for its fans – its “customers” – who may have paid money to experience the game in person or spent several hours of their valuable time to watch the game.

These thoughts came to mind as I was reading my friend Josh Linkner’s article, The 14 Rules of History-Making Teams, and it inspired me to compile a short list of my own “rules” or strategies that could help any organization win in the competitive business world. So, here are five strategies to consider discussing at your next team meeting:

1. Play 1% better: Doing your best is one thing. Trying to “best your best” is another. You don't have to make huge improvements. Go for just 1%. My friend Jason Bradshaw, chief customer and marketing officer at Volkswagen Australia, asks his dealers to focus on being just 1% better. What would that look like in your organization? What if everyone came to work with the idea that they were going to find some way to improve their “game,” just a tiny little bit? If you come to work with the idea of improving by just 1% every day, it will compound into an amazing experience for both customers and employees.

2. Sometimes you play not to win: I can’t imagine that any coach would tell their players to lose, so this may be contradictory to a winning strategy. But sometimes intentionally playing “not to win” is a winning strategy, especially when you’re in a confrontation or having an argument with your customer. Stop and think, how did it get to the point of an argument to begin with? Remember, the old saying: You are not trying to win the argument. You’re trying to win the customer.

3. Play like you want to be remembered: This comes straight out of the Josh Linkner article referenced above. You want your customers to remember their experience. That’s what will make them want to come back – positive memories about what they experience with you.

4. Give the fans something to cheer about: Customers have a voice that is louder than ever before. They “shout” about their experiences, good and bad, through social media. Get them to share their comments about you for the world to see. But if a customer posts a negative comment on Twitter, Facebook or a review site like Yelp (there are review sites for just about every industry), respond quickly and show the everyone how you handle dissatisfied customers. My friend Jay Baer says, “Customer service is a spectator sport,” meaning that when a customer leaves a comment on a social site, the world can watch how it is handled.

5. Concentrate on just the next play: When I was younger and played competitive sports, my coach used to tell me to focus on just the next play. Do what you’re supposed to and it will lead to another play. In customer service, the long game is to create customer loyalty. Too many people (and companies) look at that long game as a big play. But, it’s much easier to break it down. Focus on what’s happening right in front of you. I came up with what I call the Loyalty Question, and it goes like this: What am I doing right now that will get the customer to come back the next time they need what I sell? Focus on just the next time … every time. That’s what leads to customer loyalty. One interaction (or play) at a time.

So, what strategy will you add to your playbook to win the customer’s loyalty? Keep your focus on customer service and the customer experience, and I know you’ll come out on top.

Shep Hyken is a customer service/CX expert, keynote speaker and NYT bestselling author.

Source : Forbes