The Difference Between Customer Service and Customer Loyalty

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Customer Service Training Tip – FAQ #2
The Difference Between Customer Service and Customer Loyalty

Here is the second of ten frequently asked questions about customer service. I’m posting them one at a time and hope that readers of this blog will comment or share their answer to these questions. Here’s question number two…

What’s the difference between customer service and customer loyalty?

Customer service is what you and your organization provide. Customer loyalty is the result of the service. I have a simple customer loyalty formula:

Great customer service (what you provide) + Confidence (which comes from the customer’s predictable experience) = Customer Loyalty (potentially)

Republished with author's permission from original post.

Shep Hyken
Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations. As a customer service speaker and expert, Shep works with companies who want to build loyal relationships with their customers and employees. He is a hall of fame speaker (National Speakers Association) and a New York Times and Wall Street Journal best-selling author.

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