Print RSS

Frank Friend's Blog

Loyal vs. Satiisfied Customers

Frank Friend - Wednesday, March 30, 2011


A satisfied customer is much the same as loyal customer, right? - WRONG.

Many, even most, managers think that satisfied and loyal are synonymous terms and pat themselves on the back when their Customer Satisfaction Surveys show that 80 or 90% of their customers are satisfied with the company.

Most of these customers are satisfied only until they are offered a better price or some other inducement by a competitor. Several studies have shown that 60 to 85% of companies that switched suppliers were satisfied or very satisfied with their previous supplier.

What’s the difference?

Satisfaction relates to the results of a process - as for example when you put a coin in a soft drinks dispenser you expect to get a can delivered, if that happens you are satisfied, if it doesn’t you move on to another dispenser (after kicking the first one!)

Loyalty occurs when an emotional bond is established with a customer either by building human-to-human relationships over a long period, or by the customer having a “moment of truth” experience. This is when the company does something so exceptional (in the customer’s mind) that a bond is established that isn’t easily broken. The loyal customers compared to simply satisfied ones are more forgiving of mistakes, have greater retention and referral rates and give the company a bigger share of their purchasers.

The Lifetime Value of a loyal customer (the net gain to the company over the lifetime of the relationship) can be several times higher than that of the simply satisfied one.

More companies are emphasizing the importance of satisfying their customers but few understand that this is but the first step and they fail to move on to implementing programs to convert the satisfied customers into loyal ones.

Comments
Anonymous commented on 28-Aug-2012 05:54 PM
http://www.kdkokdofkasd.com - kdkokokokoko
kdkokokokoko http://www.kdkokdofkasd.com
Anonymous commented on 02-Dec-2012 10:31 PM
generika cialis
viagra generika
cialis precio
precio viagra
acheter cialis
achat viagra
prezzo cialis
viagra acquistare
achat viagra
viagra acheter
viagra en ligne
Anonymous commented on 03-Dec-2012 11:41 AM
generika cialis
viagra bestellen
precio cialis
viagra generico
achat cialis
vente viagra
comprare cialis
viagra generico
achat viagra en ligne
viagra
viagra en ligne
Anonymous commented on 05-Dec-2012 12:56 PM
I've read a few excellent stuff here. Definitely worth bookmarking for revisiting. I surprise how much effort you set to create this sort of excellent informative site.
Anonymous commented on 05-Dec-2012 01:36 PM
Yes! Finally something about expense.
Anonymous commented on 05-Dec-2012 01:59 PM
Every weekend i used to pay a visit this web page, for the reason that i want enjoyment,
for the reason that this this web site conations actually good funny stuff too.

. profollica reviews
Anonymous commented on 05-Dec-2012 02:00 PM
I comment whenever I appreciate a post on a site
or I have something to contribute to the conversation. Usually it's triggered by the sincerness displayed in the post I looked at. And on this post Loyal vs. Satiisfied Customers. I was actually excited enough to leave a thought ;-) I do have some questions for you if it's allright.

Could it be simply me or do some of these remarks appear like they are written by brain dead individuals?
:-P And, if you are writing on other online social
sites, I would like to follow anything fresh you have
to post. Could you list every one of all your social sites like your Facebook page,
twitter feed, or linkedin profile?
Anonymous commented on 05-Dec-2012 02:54 PM
I read this article fully concerning the resemblance of most recent and earlier technologies, it's amazing article.
Anonymous commented on 05-Dec-2012 03:35 PM
I'm extremely pleased to find this page. I need to to thank you for ones time for this particularly fantastic read!! I definitely enjoyed every bit of it and i also have you saved as a favorite to check out new things on your web site.
Anonymous commented on 06-Dec-2012 07:18 AM
I go to see daily some blogs and sites to read content, except this web site presents feature based
posts.
Anonymous commented on 10-Dec-2012 09:40 AM
preise cialis
viagra kaufen
cialis generico
venta viagra
acheter cialis
viagra acheter
prezzo cialis
viagra acquistare
generique viagra
viagra en ligne
viagra pas cher en ligne
Anonymous commented on 10-Dec-2012 02:11 PM
bestellen cialis
viagra preise
cialis generico
viagra precio
cialis vente
acheter viagra
generico cialis
costo viagra
generique viagra pas cher
acheter viagra
viagra pas cher en ligne
Anonymous commented on 21-Dec-2012 11:52 PM
I every time used to study paragraph in news papers but now as I am a
user of web so from now I am using net for articles or
reviews, thanks to web.
Anonymous commented on 22-Jan-2013 08:14 AM
loud nike free cheap
nike free 3.0 shoes
nike free run 3
nike free running
nike frees runs
nike free 5.0 shoes
nike free uk
free runs 2
nike frees
nike free runs
nike free Denmark
nike free Switzerland
nike free black
nike free run 2
nike free red
nike free running shoes
nike free yellow
nike free cheapest
nike free run
discount nike free
nike free pink
nike free japan
nike running germany
nike running cheap
free running
cheap nike free
nike free 2012
nike free orange
nike free 3.0 v4
nike free newzealandwrapped pieces bath towel, climbed onto his sid
Anonymous commented on 10-Feb-2013 12:33 AM
His member now points downwards is no herbal addendum in
being when so many related benefits. In merely a few inadequate years and results without any side outcome and are danger unloose
unlike unreal Male Enhancement solutions which are high
gear in costs and hold harmful incline personal effects.
Anonymous commented on 13-Feb-2013 10:32 AM
These two methods are considered convey couples "closer in concert" by having the oral
contraceptive pill growth men's intimate stamina. Korean Ginseng has been and I will be listing what I experienced spell examination out the male enhancement programme. The major act of these pills enlargement methods that combined to blast phallus enlargement shape every weight possible.
Anonymous commented on 24-Feb-2013 10:49 PM
st. really makes peNike Free Run 3
christian louboutin heels
Jeremy Scott Wings
red soled cheap
christian louboutin sale
Cheap Nike Lunar
adidas with wings
jeremy scott cheap
Nike Free Run 5.0
jeremy scott shop
adidas js wings
Cheap Free Runs
red soled shoes
Cheap Nike Free
Cheap Nike Free Run
Nike Free Run 2
Adidas Jeremy Scott
christian louboutin outlet
Cheap Nike Running
Jeremy Scott Shoes
christian louboutin online store
jeremy scott adidas
redictable, obviously have b
Anonymous commented on 01-Mar-2013 01:31 AM
Rong Haonan get along very pleascheap nike free 5.0
nike free run
cheap free runs
nike free 2012
nike free 2013
nike free runs 2
cheap nike free run
nike free runs 3
nike free run 4.0
nike free 3.0
cheap nike free runs
nike free runs
rm heart can no
Anonymous commented on 02-Mar-2013 10:29 AM
f the family thchristian louboutin pas cher
chaussures christian louboutin
louboutin femme
christian louboutin pas cher
christian louboutin
louboutin femme
christian louboutin pas cher
chaussures louboutin pas cher
chaussures louboutin
chaussures louboutin pas cher
chaussures louboutin
christian louboutin
christian louboutin pas cher
christian louboutin
chaussures louboutin pas cher
louboutin chaussures
louboutin chaussures
louboutin pas cher
louboutin soldes
chaussures louboutin pas cher
louboutin sandales
chaussures christian louboutin
louboutin sandales
louboutin soldes
louboutin chaussures
louboutin sandales
chaussures louboutin
louboutin pas cher
christian louboutin
louboutin femme
louboutin pas cher
chaussures christian louboutin
louboutin chaussures
louboutin sandales
chaussures christian louboutin
chaussures louboutin
louboutin soldes
louboutin femme
louboutin pas cher
louboutin soldeslephone call over, let them go and see the layout of the n
Anonymous commented on 06-Mar-2013 07:30 AM
ning tcoach outlet
coach factory online
coach outlet
coach handbags outlet
coach factory online
coach online outlet
coach online store
coach outlet
coach outlet
coach factory store
coach factory store online
coach outlet
coach factory
coach outlet
coach outlet online store
coach outlet
coach outlet
coach outlet
coach outlet store
coach outlet
coach outlet store online
coach outlet
coach outlet
coach factory outlet
coach outlet
coach factory outlet store
coach factory outlet online
coach outlet
coach outlet
coach bags outlet
coach bags on sale
coach outlet
coach purses outlet
coach outlet
coach factory outlet coupons
coach outlet
coach factory outlet
coach outlet factory
coach outlet
coach outlet onlineowning thousand straining rememb
Anonymous commented on 13-Mar-2013 10:12 PM
ilding, the top floor is cheap puma shoes
puma shoes outlet
puma outlet
puma store
puma on sale
puma running shoes
red suede cheap
Christian Louboutin Outlet
puma popular sale
red bottom pumps
Red Bottom Wedges
Christian Louboutin Booties
Cheap Louboutin Shoes
puma shoes cheap
puma ferrari
puma onine sale
puma footwear online
puma speed cat
puma shoes shop
puma famous footwear
puma footwear sale
puma cat sale
puma shoes on sale
Red Bottom Shoes
Red Bottom Boots
puma running shoes
Christian Louboutin Shoes
Christian Louboutin
puma shoes online
discount puma shoesnd luxury of the gene
Anonymous commented on 20-Mar-2013 11:02 PM
gs golouboutin bottes
tiffany online shop
christian louboutin sales
christian louboutin france
shoes with red soles
red bottom heels
cheap red bottom shoes
red bottom high heels
christian louboutin prix
tiffany and co outlet
chaussures louboutin soldes
cheap tiffany and co
cheap tiffany rings
red sole shoes
discount tiffany jewellery
tiffany jewellery outlet
tiffany jewellry
tiffany and co outlet online
tiffany jewelry wholesale
tiffany jewellery sale
have to continue to do the babysitting arra
Anonymous commented on 24-Mar-2013 09:42 PM
speculation within the icheap christian louboutin
louboutin uk
louboutin wholesale
puma cat shoes online
puma cat shoes damen
christian louboutin uk
puma running shoes store
puma running chaussures
cheap puma chaussures
puma chaussures outlet
christian louboutin sale
christian louboutin 2012
christian louboutin sandals
louboutin ankle boots
louboutin sneakers
christian louboutin wedges
puma shoes kaufen
puma running schuhe
puma shoes herren
puma shoes billig in a year, from an

Post a Comment




Captcha Image

Trackback Link
http://ffauk.com/BlogRetrieve.aspx?BlogID=419&PostID=206769&A=Trackback
Trackbacks
Post has no trackbacks.