{"id":30748,"date":"2011-10-12T00:00:00","date_gmt":"2011-10-12T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/ten-ideas-to-help-you-obtain-customer-loyalty\/"},"modified":"2024-01-18T10:47:29","modified_gmt":"2024-01-18T10:47:29","slug":"ten-ideas-help-you-obtain-customer-loyalty","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/","title":{"rendered":"Ten Ideas to Help You Obtain Customer Loyalty"},"content":{"rendered":"
\r\n\r\nWhat is customer loyalty? I asked a number of business people the simple question, \u201cWhat is customer loyalty?\u201d The answers were mostly similar. Most agree that customer loyalty means the customer will come back again and again.\r\n\r\n<\/div>\r\n
\r\n\r\nHowever, what customer loyalty doesn\u2019t always mean is that the customer is loyal to you and only you. In other words, they may do business with you but are also or still doing business with your competitors.\r\n\r\n<\/div>\r\n
\r\n\r\nThe concept of \u201cwallet share\u201d came to mind.\u00a0 I\u2019ve been talking (and writing) about the concept of \u201cwallet share\u201d versus \u201cmarket share\u201d for many years.\u00a0 Quick explanation: The concept of market share depends on how many customers that can buy your product actually buy it.\u00a0 For example, if there are 100 customers in a given area that could buy your product, and 60 of them buy it, then you have a 60% market share.\r\n\r\n<\/div>\r\n
\r\n\r\nWallet share takes the concept of market share to another level.\u00a0 Of those 60 people who buy from you, how many of them will still buy from someone else?\u00a0 If they only buy from you, you have 100% of their \u201cwallet share.\u201d\u00a0 If they split their loyalty between you and someone else, you only have 50% \u201cwallet share.\u201d\r\n\r\n<\/div>\r\n
\r\n\r\nAt the highest level of loyalty, your customer only buys from you.\u00a0 In other words, they give you 100% wallet share.\r\n\r\n<\/div>\r\n
\r\n

Customer loyalty has two tiers:<\/h3>\r\n<\/div>\r\n
\r\n\r\n1.\u00a0\u00a0\u00a0\u00a0\u00a0 The first is that the customer is a repeat customer.\r\n\r\n<\/div>\r\n
\r\n\r\n2.\u00a0\u00a0\u00a0\u00a0\u00a0 The second is a repeat customer that doesn\u2019t do business with your competitors \u2013 just you.\r\n\r\n<\/div>\r\n
\r\n\r\nThis is where my Amazement Revolution<\/a> strategy of \u201cpartnership\u201d kicks in.\u00a0 You want a relationship that is so strong that the customer wouldn\u2019t think of doing business with your competitors.\r\n\r\n<\/div>\r\n
\r\n\r\nI compiled a quick \u201cTop Ten\u201d list of simple ideas to help you get to the level of partnership and 100% wallet share.\u00a0 Realize that these are common sense expectations that are easy to do \u2013 and unfortunately, easy not to do if you don\u2019t stay customer focused.\r\n\r\n<\/div>\r\n
\r\n\r\n1.\u00a0\u00a0\u00a0\u00a0\u00a0 Deliver great customer service.\u00a0 It\u2019s expected.\r\n\r\n<\/div>\r\n
\r\n\r\n2.\u00a0\u00a0\u00a0\u00a0\u00a0 Always do what you say you will do.\r\n\r\n<\/div>\r\n
\r\n\r\n3.\u00a0\u00a0\u00a0\u00a0\u00a0 Don\u2019t be late.\r\n\r\n<\/div>\r\n
\r\n

4.\u00a0\u00a0\u00a0\u00a0\u00a0 Don\u2019t make excuses or blame others \u2013 be accountable.<\/p>\r\n\r\n<\/div>\r\n

\r\n\r\n5.\u00a0\u00a0\u00a0\u00a0\u00a0 Help solve their problems.\r\n\r\n<\/div>\r\n
\r\n

6.\u00a0\u00a0\u00a0\u00a0\u00a0 If you ever catch a problem, you call them before they call you.<\/p>\r\n\r\n<\/div>\r\n

\r\n\r\n7.\u00a0\u00a0\u00a0\u00a0\u00a0 Trust them if you want them to trust you.\r\n\r\n<\/div>\r\n
\r\n\r\n8.\u00a0\u00a0\u00a0\u00a0\u00a0 Be accessible and easy to reach.\r\n\r\n<\/div>\r\n
\r\n\r\n9.\u00a0\u00a0\u00a0\u00a0\u00a0 Return phone calls, emails and social media comments quickly.\r\n\r\n<\/div>\r\n
\r\n\r\n10.\u00a0\u00a0\u00a0\u00a0 Create confidence.\u00a0 (Do all of the above and you will have a good start.)\r\n\r\n<\/div>\r\n
\r\n\r\nSo maybe the goal shouldn\u2019t just be to obtain customer loyalty.\u00a0 It should be 100% customer loyalty.\r\n\r\n<\/div>\r\n
\r\n\r\n(A few years ago, I wrote an article titled \u201cThe Gap<\/a>,\u201d which addressed the concept of wallet share.)\r\n\r\nShep Hyken<\/a>\u00a0is a customer service\/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep\u2019s\u00a0customer service and customer experience keynote speeches<\/a>\u00a0and his\u00a0customer service training workshops<\/a>\u00a0at\u00a0www.Hyken.com<\/a>. Connect with Shep on\u00a0LinkedIn<\/a>.<\/em>\r\n

(Copyright \u00a9MMXI, Shep Hyken)<\/em><\/p>\r\n\r\n<\/div>","protected":false},"excerpt":{"rendered":"

What is customer loyalty? I asked a number of business people the simple question, \u201cWhat is customer loyalty?\u201d The answers were mostly similar. Most agree that customer loyalty means the customer will come back again and again. However, what customer loyalty doesn\u2019t always mean is that the customer is loyal to you and only you. […]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[6798,6792,6794],"tags":[2266,2439,4826],"acf":[],"yoast_head":"\nTen Ideas to Help You Obtain Customer Loyalty<\/title>\n<meta name=\"description\" content=\"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ten Ideas to Help You Obtain Customer Loyalty\" \/>\n<meta property=\"og:description\" content=\"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\" \/>\n<meta property=\"og:site_name\" content=\"Shep Hyken | Customer Service Expert\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\" \/>\n<meta property=\"article:published_time\" content=\"2011-10-12T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-01-18T10:47:29+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Website-Card.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"630\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"shephyken\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"shephyken\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\"},\"author\":{\"name\":\"shephyken\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"headline\":\"Ten Ideas to Help You Obtain Customer Loyalty\",\"datePublished\":\"2011-10-12T00:00:00+00:00\",\"dateModified\":\"2024-01-18T10:47:29+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\"},\"wordCount\":505,\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"keywords\":[\"customer loyalty\",\"customer service\",\"repeat customer\"],\"articleSection\":[\"Customer Relationships\",\"Customer Loyalty\",\"Customer Service\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\",\"url\":\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\",\"name\":\"Ten Ideas to Help You Obtain Customer Loyalty\",\"isPartOf\":{\"@id\":\"https:\/\/hyken.com\/#website\"},\"datePublished\":\"2011-10-12T00:00:00+00:00\",\"dateModified\":\"2024-01-18T10:47:29+00:00\",\"description\":\"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/\"]}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/hyken.com\/#website\",\"url\":\"https:\/\/hyken.com\/\",\"name\":\"Shep Hyken | Customer Service Expert\",\"description\":\"Award-winning Customer Service & CX Keynote Speaker\",\"publisher\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/hyken.com\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":[\"Person\",\"Organization\"],\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2\",\"name\":\"shephyken\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png\",\"contentUrl\":\"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png\",\"width\":2560,\"height\":1343,\"caption\":\"shephyken\"},\"logo\":{\"@id\":\"https:\/\/hyken.com\/#\/schema\/person\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ShepHykenSpeaker\/\",\"https:\/\/www.instagram.com\/shephyken\/\",\"https:\/\/www.linkedin.com\/in\/shephyken\",\"https:\/\/x.com\/https:\/\/twitter.com\/Hyken\",\"https:\/\/www.youtube.com\/user\/shephyken?app=desktop\"],\"url\":\"https:\/\/hyken.com\/author\/shephyken\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Ten Ideas to Help You Obtain Customer Loyalty","description":"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/","og_locale":"en_US","og_type":"article","og_title":"Ten Ideas to Help You Obtain Customer Loyalty","og_description":"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.","og_url":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/","og_site_name":"Shep Hyken | Customer Service Expert","article_publisher":"https:\/\/www.facebook.com\/ShepHykenSpeaker\/","article_author":"https:\/\/www.facebook.com\/ShepHykenSpeaker\/","article_published_time":"2011-10-12T00:00:00+00:00","article_modified_time":"2024-01-18T10:47:29+00:00","og_image":[{"width":1200,"height":630,"url":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Website-Card.jpg","type":"image\/jpeg"}],"author":"shephyken","twitter_misc":{"Written by":"shephyken","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/#article","isPartOf":{"@id":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/"},"author":{"name":"shephyken","@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"headline":"Ten Ideas to Help You Obtain Customer Loyalty","datePublished":"2011-10-12T00:00:00+00:00","dateModified":"2024-01-18T10:47:29+00:00","mainEntityOfPage":{"@id":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/"},"wordCount":505,"publisher":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"keywords":["customer loyalty","customer service","repeat customer"],"articleSection":["Customer Relationships","Customer Loyalty","Customer Service"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/","url":"https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/","name":"Ten Ideas to Help You Obtain Customer Loyalty","isPartOf":{"@id":"https:\/\/hyken.com\/#website"},"datePublished":"2011-10-12T00:00:00+00:00","dateModified":"2024-01-18T10:47:29+00:00","description":"Customer loyalty doesn\u2019t always mean that the customer is loyal to you, and only you. They may do business with you, but are also or still doing business with your competitors.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/hyken.com\/customer-loyalty\/ten-ideas-help-you-obtain-customer-loyalty\/"]}]},{"@type":"WebSite","@id":"https:\/\/hyken.com\/#website","url":"https:\/\/hyken.com\/","name":"Shep Hyken | Customer Service Expert","description":"Award-winning Customer Service & CX Keynote Speaker","publisher":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/hyken.com\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":["Person","Organization"],"@id":"https:\/\/hyken.com\/#\/schema\/person\/b92dbe4f9f734f7c0d600fc8014b7fe2","name":"shephyken","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/hyken.com\/#\/schema\/person\/image\/","url":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png","contentUrl":"https:\/\/hyken.com\/wp-content\/uploads\/2023\/01\/Shep-Hyken-Contact-Page-scaled-1.png","width":2560,"height":1343,"caption":"shephyken"},"logo":{"@id":"https:\/\/hyken.com\/#\/schema\/person\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ShepHykenSpeaker\/","https:\/\/www.instagram.com\/shephyken\/","https:\/\/www.linkedin.com\/in\/shephyken","https:\/\/x.com\/https:\/\/twitter.com\/Hyken","https:\/\/www.youtube.com\/user\/shephyken?app=desktop"],"url":"https:\/\/hyken.com\/author\/shephyken\/"}]}},"_links":{"self":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/30748"}],"collection":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/comments?post=30748"}],"version-history":[{"count":5,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/30748\/revisions"}],"predecessor-version":[{"id":56085,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/posts\/30748\/revisions\/56085"}],"wp:attachment":[{"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/media?parent=30748"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/categories?post=30748"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/hyken.com\/wp-json\/wp\/v2\/tags?post=30748"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}