In a recent post, I outlined the 10 key factors in maximizing customer retention. One of those factors was loyalty. When we look at organizations like Apple or Lululemon or Google, they have created such loyalty with customers, that those customers may never switch away from their products.
But what about creating disloyalty? Many organizations are doing that every day. Here are just a few ways organizations create disloyalty:
- By not resolving customer issues quickly and to the satisfaction of the customer.
- By offering new customers a better deal than customers who have been with the company for a long time (think cell phone providers).
- By offering an inconsistent experience every time a customer enters your store.
- By having product not available.
- By offering products that break down well before they should.
- By having employees who ignore customers when they enter your store, or even worse, have a rude facial expression.
- By not having anyone available to help when a customer is looking for guidance.
Are you doing any of these things? If you are, then it won’t take you long to figure out why you’re having trouble retaining customers and creating the loyalty that you seek.