• Skip to main content
  • Skip to footer

Top Sales World - inspiring the global sales community

  • Home
  • About
  • Contributors
  • Top Sales Books
    • Submit a Sales or Marketing Book 2025
    • Top Sales Books 2024
    • Top Sales Books 2023
  • JF Initiatives
    • Top Sales Articles
    • Top Sales Awards
    • Top Sales Futurists
    • Top Sales Leadership
    • Top Sales Magazine
    • Top Sales Library
  • Media Pack

Are You Focused on What Matters Most to Your Customers?

Mike Esterday - 9 July 2019

The greatest opportunity for moving the needle on customer loyalty—that critical factor for driving long-term growth and maintaining a competitive edge—isn’t going to be found in a piece of technology, or even a new product or feature.
Companies tend to talk a great game about their focus on customer loyalty and great customer service, touting commitments to exceed expectations and go above and beyond for their customers. But could those efforts be backfiring? A study by Gartner found that customer service interactions are nearly four times more likely to lead to disloyalty than loyalty. What’s more, an “above-and-beyond” strategy focused on exceeding expectations is not only expensive and hard to do, it’s not necessarily making customers loyal.
In fact, the big opportunity for increasing customer loyalty lies in building value for our customers. Research shows there are three types of customers: dissatisfied customers, rationally satisfied customers and emotionally satisfied customers. Neither dissatisfied

Footer

Follow Us

  • LinkedIn
  • Twitter

Our Partners

Sandler
Assessments 24x7
Integrity Solutions
Kristie K. Jones
Kurlan & Assocs
Membrain
Mereo
Women SalesPro
Privacy & Cookies: This site uses cookies. By continuing to use this website, you agree to their use.
To find out more, including how to control cookies, see here: Cookie Policy

© Copyright 2010 - 2025 topsalesworld.com · All Rights Reserved · Contact· Privacy Policy · A JF Initiative