You may have read a lot about customer satisfaction and perhaps you already have a strategy to achieve it. However, there is a term that you have surely heard before but perhaps do not give it importance, or you think it is the same as customer satisfaction : Customer loyalty.
Do you know the difference between customer satisfaction and customer loyalty?
Customer loyalty is divided into two parts.
Loyalty behavior: This is what is known as customer retention, as it refers to when a repeat customer decides to use your product or service again instead of the competition's. When they buy the same product more than once.
Example:
Every morning, Jorge, a businessman, leaves his house at 6:30 am, unfortunately his car is in the shop and will be there for 15 days, so he has decided to use a radio taxi service which to his surprise ends up being a very portugal phone number pleasant experience, the taxi is punctual, the driver is helpful, the unit is very comfortable and he does not have to pay a very high fee for the service.
Jorge knows he has made the right choice and will not try another radio taxi company for anything in the world. This is how this company has earned a daily trip for 15 days, whenever Jorge needs the service.
I share with you some tips to achieve brand loyalty .
Attitude loyalty: These are the opinions and feelings that a customer expresses about your products or services. This is almost always strictly related to the customer's repeat purchase.
Example:
Continuing with Jorge's example, some time after his problem with the car, everything is going wonderfully with him and his family and they have not had the need to use the radio taxi service again (when he has it, he will surely do so with the same company), however, Gabriel, Jorge's brother, needs to schedule a trip to the airport and at the same time Susana, a friend from work, needs someone she trusts to take her children to school.
What do you think Jorge will do? Exactly! He will let them both know how positive his experience was with this specific radio taxi service.
Note: Sometimes a customer may display loyal behavior without displaying loyal attitude and vice versa.
Offer memorable experiences to build customer loyalty .
How to achieve customer satisfaction and create loyalty
Why is the customer important for your business? Nowadays, large and small businesses have realized the importance of creating loyalty. Retaining the customer is less expensive than acquiring new consumers of our brand, product or service. We need to practice innovation and any other strategy that helps us create customer loyalty.