You don’t earn loyalty in a day. You earn loyalty day-by-day.
And here are some additional thoughts on this topic…
I think our desire for instant results has gone too far. And technology keeps pushing this trend faster and faster. This is great for some applications. Speed can be the difference between life and death in some situations.
But it doesn’t work that way with customer loyalty. Or as they say in Texas, “That horse won’t ride”. (Do they REALLY say that in Texas?)
Customer loyalty happens over time. It grows or declines with each and every experience our customers have. Every time a customer interacts with us, they judge us. They decide if they like us, they dislike us or they could care less.
So, every contact counts. We have to work at it every time with every customer. That’s what builds trust and the ability to work well together. That’s what builds customer loyalty.
Today, pay attention to every contact you have with every customer. Are your customers having experiences that will bring them back or push them away?