What is the difference between Customer Loyalty and Customer Satisfaction? Well, you could have a 4.5 Star rating which is good, but that means the other .5 that rated you were not happy and they are telling everyone. And those who rated you 4.5 will shop or visit anyplace the next time they go to the market for your products or services.
Satisfied customers will shop anyplace. LOYAL customers will stay with you no matter what and tell others. Isn’t that what you want?
So how do make customers loyal? It is not that difficult. You and your team must focus your energy on loyalty instead of satisfaction. Satisfying your customers is just providing average service and makes you boring and just like your competition. The reward for creating a loyal customer is having more business and the consequence of a satisfied customer is a lost customer. Which would you prefer? Let’s me share with you the difference.
What is a Satisfied Customer? One that felt just okay about your business and dealing with your staff. Maybe the product was just okay or the service was just okay and their overall customer experience was just okay. They were happy and satisfied with their purchase. They may or may not talk about their experience. They may or may not refer others. Their overall feeling about your business is between average and positive and their experiences may not have been negative, which is not bad- but not great.
What is a Loyal Customer? One who feels GREAT about dealing with you. Their needs were met and or exceeded. Your delivery was GREAT. The service was GREAT! They are excited about their purchase. They will proactively tell others about their experience. They will proactively refer others. Their overall feeling about you, your team or business is fantastic and their experiences with your business have been memorable. WOW!
Exceed your customers’ expectations. Give them what they really want and little bit more. Let them know you appreciate them. Make good on all of your promises and mistakes and don’t make excuses. Stand behind everything you do.
- What standards are you setting in your business?
- What makes people talk about you?
- What makes people look forward to doing business with you?
- What makes people tell others about your business?
- Are your employees trained on how to create customer loyalty or just trained to do tasks.
Make the choice, and it’s nothing but a choice, to focus on creating and building more loyal customers, every day, every week, consistently and diligently – You’ll not only keep your customers happy, you’ll also keep them coming back! Now that is Magical!
Need help building customer loyalty or would like to know more about John’s affordable training and coaching programs? Just imagine being coached or your staff trained by a former Disney leader for your team to give them the tools to make your business or organization more successful today! Schedule a FREE 45 Minute Discovery Strategy Session call with John today. It just might be the best and most productive 45 minute investment in your business. No Fluff and Nothing For Sale! Just pure help. Do it today by clicking on this link: https://go.oncehub.com/DiscoverySessionCall
John Formica is America’s and Australia’s Customer Experience Coach, team culture experience expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John to speak at your next event, contact 704-965-4090 or visit our website at JohnFormica.com.