Blog: Six Dimensions

Showing blogs: 1–1 of 1

Are you building customer loyalty?

Oct 28 2009

That may be one of the toughest questions your organization has to answer.  A consumer might be completely satisfied with a brand, but does that mean she won't jump at a chance to save money, become more efficient, etc?  It can be hard to stay loyal when there are many options available, and simply providing world class customer satisfaction is no longer enough.

Walker Information Inc. recently polled consumers on the topic of loyalty.   Their research indicated "there's still a yawning gap between the percentage of people who say they're satisfied with a business and those who consider themselves 'loyal' to that business-intent on maintaining the relationship and continuing it into the future."  Jeff Marr, Vice President at Walker offered this, "Many companies have figured out how to deliver satisfaction, but they've not yet figured out how to earn loyalty anywhere near those levels."

Continue Reading