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The Loyalty Formula

Recently I was asked, "How does one create loyalty?" At first I thought the answer would be a long one. But, what came out was as simple as it gets. There is a formula for loyalty....

In the early 1980's there was a big push for customer service. No doubt that service is still, and always will be, important. Over the last few years I've noticed my clients are starting to look for new phrases to put a spin on delivering great service. Customer delight, the customer experience, and "wowing" the customer come to mind. And, there is the really big one: Creating Loyalty.

I've written that customer loyalty is not about a lifetime. It is about the next time, every time!

The goal with the above quote was to simplify customer loyalty by breaking it down into much smaller parts. After all, a lifetime is a very long time.

Recently I was asked, "How does one create loyalty?" At first I thought the answer would be a long one. But, what came out was as simple as it gets. There is a formula for loyalty:

Loyalty = Great Service + Confidence

Provide great service. That's expected. Do it consistently and you'll create confidence. Consistently great service builds confidence and will eventually lead to loyalty. And in the end, we don't want satisfied customers. We want loyal customers!

Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep's customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.