Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answers to these questions. Here’s question number two… What’s the difference between customer service and customer loyalty? Customer service is what you and your […]
Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answers to these questions. Here’s question number two…
What’s the difference between customer service and customer loyalty?
Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:
Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXII, Shep Hyken)
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