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Loyalty Equals Great Service Plus Confidence

In the early 1980’s there was a big push for customer service.  No doubt that service is still, and always will be, important.  Over the last few years I’ve noticed my clients are starting to look for new phrases to put a spin on delivering great service.  Customer delight, the customer experience and “wowing” the […]

In the early 1980’s there was a big push for customer service.  No doubt that service is still, and always will be, important.  Over the last few years I’ve noticed my clients are starting to look for new phrases to put a spin on delivering great service.  Customer delight, the customer experience and “wowing” the customer come to mind.  And, there is the really big one: Creating Loyalty.

I’ve written that customer loyalty is not about a lifetime.  It is about the next time, every time!

The goal with the above quote was to simplify customer loyalty by breaking it down into much smaller parts.  After all, a lifetime is a very long time.

Recently I was asked, “How does one create loyalty?”  At first I thought the answer would be a long one.  But, what came out was as simple as it gets.  There is a formula for loyalty.

Loyalty = Great Service + Confidence

Provide great service.  That’s expected.  Do it consistently and you’ll create confidence. Consistently great service builds confidence and will eventually lead to loyalty.  And in the end, we don’t want satisfied customers.  We want loyal customers!

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