Do You Want Satisfied Customers or Loyal Customers?


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I was checking out a Jeffrey Gitomer presentation recently and stumbled on to what is perhaps my new favorite quote to describe the customer and company relationship.

“Would you want your spouse to be satisfied or loyal?”

The same applies to your customers. Sure it’s great to have satisfied customers but isn’t it better to have loyal customers? Of course a marriage is a one-to-one relationship whereas a company-customer relationship is not and probably never will be. It’s impossible to turn all satisfied customers into loyal customers but I think the quote is good at putting things into perspective for organizations looking to engage with customers in some sort of a mutually beneficial way. It also goes without saying that loyal customers should also be satisfied.

I don’t know about you but I’d much rather have a loyal spouse than a satisfied spouse!

If you have any other great quotes to share that you think describe the customer and company relationship I’d love to read them, who knows, they just might end up in one my presentations (the one above definitely will).

Republished with author's permission from original post.

Jacob Morgan
I'm a best-selling author, keynote speaker, and futurist who explores what the future of work is going to look like and how to create great experiences so that employees actually want to show up to work. I've written three best-selling books which are: The Employee Experience Advantage (2017), The Future of Work (2014), and The Collaborative Organization (2012).


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