John DiJulius | Customer Experience Blog


The Results of Your Product or Services has the Least to do with Creating Customer Loyalty
It is not about the results 
Too many customer-facing employees are convinced that if the customer gets the results they were hoping for from doing business with them, the customer will happy & loyal. This is so not true. Think about it, if you have a toothache, don’t you expect the dentist, any dentist to fix it? If you go to a high-end steakhouse, and you order your filet mignon medium rare and it comes out medium rare, are you doing backflips? If you complete order arrives within two days as promised, are you wowed? And if your accounting firm prepares your year-end taxes accurately and the IRS does not open an investigation on you, are you so thankful? Not at all, when you deal with reputable businesses that is what you are paying for. However, if that is all you get, which is the same thing you would receive at any of those company’s viable competitors, you will not be a loyal customer. We need to change the mindset of what we think makes customer loyalty.
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