Your company may have many satisfied customers, but do you know if you have loyal customers? What’s the difference, you ask. Well, satisfied customers are getting their expectations met. That’s it – no more. If they find a better deal at your competitors’, then they’re outta here.
Loyal customers are the ones we want because they’re the ones that will keep coming back and will tell others about their positive experiences with you. They’re your Word-of-Mouth-Marketing Team. They won’t price-shop with your competitors. They’re more apt to forgive if you make a mistake.
There’s only one question you need to ask your customers in a survey when you want to measure and find out if they’re loyal, and here it is: Would you recommend our product or service to a friend? That’s it. That’s all you need to ask. The answer to this question will tell you if that customer is loyal to you. If the answer is not the one you want to hear, you’ll know that you need to develop a strategy for turning your satisfied customers into loyal ones.