Customer Loyalty

How loyal are your current customers to you, your products or your service? Customer loyalty is not something to be taken for granted. It is not a given; it needs to be earned. The word "earn" denotes that service providers have to work hard to achieve customer loyalty. A satisfied customer will not necessarily be a loyal customer, for the simple reason that a customer can easily be satisfied elsewhere - unless under extraordinary circumstances - with the competitors' products and services.
Earning customers' loyalty requires hard work and must come from a planned approach from customer service providers to implement initiatives that will make customers delighted so they will ultimately stay with the brand, products and services.

Service standards are usually defined as a whole to a customer, therefore every service touchpoints is equally important. If the customer had a positive experience overall from all touchoints, then they would enjoy a totally real service experience that is positive. Positive touchpoint experiences help to delight customers, and that builds up loyalty.

Building on the touchpoint concept is the secret to creating best impressions. The saying goes that "the first impression is the last impression". By creating a good first impression, you can be sure that your customers' last impression is also the best impression. Impressions can either retain customers or drive customers away.

Impressions are customers' perceptions which can lead to their coming back as loyal customers or to their leaving you for another service provider. The secret to creating the best impressions involves service providers taking steps to partner the customers, develop  positive attitude towards customers and communicate effectively with customers.

Positive touchpoints contribute to an excellent Total Real Service Experience, making customers feel great and building customer loyalty.