Are your repeat customers Loyal?
Businesses often fail because managers confuse repeat customers for loyal customers. I’m a repeat customer at my local video store despite the poor service. I’m unwilling to drive 15 minutes further to the competition for a simple video. The moment a competitor moves in locally, however, that first store won’t just lose some of my business, they’ll lose it all. You may have repeat customers, but that doesn’t mean they’re loyal. Managers and business owners who fail to understand and address this do so at their own peril.
Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author. For more tips, training tools or to inquire about engaging Jeff for your team visit www.JeffMowatt.com
Today’s chuckle:
Suburbia: where they tear out the trees and name streets after them.
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