Customer Loyalty

The difference between attracting a satisfied customer instead of a loyal customer is the difference between single-digit growth verses double-digit growth, a modest advertising budget and no spending on advertising (because they spread the word for you). It’s the difference between liking something and falling in love.

How many restaurants do you like, and which ones do you love? I’ll bet with the establishments you love, you’re also spending more money, telling more friends, and forgiving more readily if something went wrong.

How do you know if your customers like you or LOVE you? A customer satisfaction survey will ask things like, “Were the bathrooms clean?”, “Was your hold time within reason?”, etc. Your customers could answer yes to all the above and just be satisfied.

A loyalty survey on the other hand asks only one question: “How likely are you to recommend our business to a friend or college?” The response is measured on a scale of 1-10, with 9 or 10 being a loyal customer, 5-8 being satisfied. Anything less than a five and that customer is detracting from your business. Send me an email, if you’d like a copy of the survey.