When one considers the reality of what keeps customers coming back, it doesn’t require a PHD in psychology for the average business person to comprehend what keeps customers coming back. To boil it all down, scrape away the superfluous minutia and forego the eons of training in mindless dribble, it’s amazingly simple. We’re going to cover what we believe to be the three principles of customer loyalty that have endured time.
Please don’t confuse customer loyalty with customer satisfaction as they are distinctly separate issues. Loyalty is earned where customer satisfaction simply means that you didn’t screw things up to the point of driving your customer away. When someone is satisfied, they may or may not be back. On the other hand, when you have customer loyalty, not only do they return but often times, they bring their friends with them.
