Satisfaction vs. Loyalty
It’s All About Loyalty
Companies who conduct satisfaction surveys
are simply asking the wrong question
Satisfaction doesn’t cause sales growth, but loyalty does.
Satisfaction:
- Is only about successful transactions
- Is not hard for competition to equal
- Is short lived until something better comes along
- Does not cause customer action
Loyalty:
- Is a gut level deeply felt emotion
- Is more difficult to obtain
- Lasts a very long time
- Causes positive action
