Want Increaed Customer Loyalty? It’s All In The Smile!


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59% of UK consumers say that a smile with a warm greeting is the most common reason why they feel loyal to a small business! That’s according to a new report carried out by The Small Business Research Centre at Kingston University for Barclays Bank.

It might seem obvious stuff, but interestingly, only about half of the country’s small businesses are actually doing it! Only 54% said that that they made a practice of doing it!

The research found that the 3 key factors in securing customer loyalty were…

  • A warm greeting and a smile – 59%
  • Brilliant customer service – 36%
  • Remembering their usual order – 22%

Interestingly, 60% of customers said that they would be prepared to pay more for a product from a small business that delivered this rather than a large corporate enterprise. However, I would argue that this stuff works for large companies too – it just might be harder to make it happen!

It’s clearly all about the personalised customer experience that exceeds customer expectations – that means Customer Delight As Competitive Advantagecreating customer delight. Crucially, it’s about building systems and processes in to help do this consistently – That’s about creating devoted customers – those who have high expectations of you and consistently get a great experience (‘great’ defined by them, by the way!).

If you would like some ideas on how you could actually do this stuff, you might like to download Customer Delight As Competitive Advantage, our latest 44 page FREE ebook that gives you ideas, tips and tools to help you make this stuff work – simply click on the icon to print it off or download it straight to your Kindle or iPad!

In the meantime, keep smiling!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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