The Difference Between Customer Service and Customer Loyalty

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)