Here's a statistic about customer buying behaviors that may surprise you. The Financial Post cited the findings of the Acumen Research Group on the value of customer "loyalty programs". Loyalty programs are frequent shopper programs that give awards and discounts based on customers' total purchases. The study found that loyalty programs were the second to last reason (21 out of 22) why customers returned. Value and good service got the highest marks. In other words, 'loyalty' programs aren't. They create some repeat customers - not necessarily loyal customers. True customer loyalty is largely based on the way businesses deliver the intangibles.
Today's Chuckle:
Why do doctors call it practice?
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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