It’s all about CX - having a great product at the right price just gets you a seat at the table

“Being on par in terms of price and quality only gets you into the game. Brilliant Customer Service wins the game.”

How you make customers feel when they interact with your business influences their loyalty.

Jeffrey Gitomer – It’s a Long-Term Process - Consistency

It’s all about relationships - and strong relationships take a significant investment of time and effort. 

The aim is to build klt - know like and trust”

“You don’t earn loyalty in a day. You earn loyalty day-by-day,” he says.

Customer loyalty comes as a result of meeting or exceeding a consistent standard.

Shep Hyken – how to wow

“What’s the difference between a satisfied customer and an advocate? “

A satisfied customer is one who received your service and got what they expected.

An advocate is one who sees that you go above and beyond whenever you provide your service. 

That’s a customer who’s going to come back for more

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Virgin founder Richard Branson agrees  “The key is to set realistic customer expectations, and then not to just meet them, but to exceed them — preferably in unexpected and helpful ways.”