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Hello fellow Relationship Capitalists,
Most companies say they care about customer love and then they measure it by asking people what they might do.
That is the problem Mark Organ raised in our recent conversation on Relationship Capitalists.
NPS can tell you whether someone says they would recommend you. But real customer love is measured by action.
How to measure REAL customer love
To start off, answer these questions about your customer:
Did they refer someone?
Did they share feedback?
Did they join the community?
Did they advocate for you internally?
Did they help another customer understand why your product matters?
THAT is relationship capital.
And as Mark points out, that value can sometimes be worth far more than what a customer pays you directly. A customer who advocates, introduces, teaches, shares and helps you improve is not only a buyer. They are part of the company’s growth engine.
The same idea applies to individual relationships.
Call people before you need them
Mark shared that one of his own commitments is to stop reaching out to people only when he needs something. That line hit me because many of us fall into that pattern.
We call when we need an introduction.
We message when we need a favor.
We reconnect when there is already an ask attached.
But relationship capital is built earlier than that.
It is built when you reach out to help, not to take; when you add value before there is a request and when someone knows they matter to you outside of what they can do for you.
Trust gets you talent that’s out of your league
That is also why trust matters so much in hiring. Mark talks about founders bringing on people they had no business getting because those people trusted them. They believed the leader would take care of them.
In an AI-driven world, that kind of trust becomes even more valuable.
AI can help you find information, organize your network and prepare better.
But it cannot earn belief for you.
That still comes from what you do, consistently, over time.
To building meaningful connections,
Jason Masciarelli
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