From the course: Building Customer Loyalty
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Three important customer loyalty questions
From the course: Building Customer Loyalty
Three important customer loyalty questions
- I think it's important to have a modern understanding of what customer loyalty is, particularly, since I believe this term is mostly misunderstood. My trusty MacBook Pro dictionary defines loyalty as the constant support and allegiance to a person or an institution. If you google the question, what is customer loyalty? You'll get different responses, including, customer loyalty is about getting customers to buy and buy often. Customer loyalty is when customers commit themselves and their allegiance to a specific brand. These definitions come close, but they don't paint the full picture. Here's what I believe the correct definition to be. Customer loyalty is what happens when an organization builds and fosters a relationship with a customer based on consistently positive experiences. The experiences felt by customers are more emotional than tangible, and the relationship provides exceedingly immense value through the delivery of products, services, or information. Let me repeat…
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