Customer satisfaction is worthless. Customer loyalty is priceless.
—Jeffrey Gitomer
It is amazing to me that in 2021 people continue to speak about customer satisfaction as if it should be the objective of every business to have satisfied customers. That may have been true 50 years ago. In my view, it hasn’t been true for at least the past 20 years. Satisfied customers are nice but satisfied does not go far enough in today’s competitive marketplace. Businesses must strive for customer loyalty. Why? What’s the difference?
Satisfied customers like you. They will probably use your services again or visit you again. They are also likely to visit a competitor if given an incentive. The incentive could be a coupon. In the ...
Get So, You Bought a Franchise. Now What? now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
