In our disruptive economy, where the balance of power has shifted and a buyer’s market prevails, customer/client loyalty is rare and precious.
How do you move beyond satisfaction to a secure and lasting relationship that is a continuing source of additional business? These clients become your ambassadors. Now, that’s loyalty.
If you have earned satisfaction, that means you did a good job, got a nice result, within the estimated timeframe and budget. No glitches. No issues. They may use you next time. They may not.
If you have earned loyalty, that means your client trusts you, values you and has confidence in you. You become their exclusive “go to” resource and, if there were a glitch, they’d stay. They are your best referral source.
A satisfied client might say in response to an inquiry: “Add “Firm A” to your list. A loyal client might say: “Don’t make a decision without talking to “Firm A.” Sounds good, doesn’t it?
Here are concrete steps you can take to earn that coveted role:
Remember . . . a satisfied client belongs to the marketplace. A loyal client belongs to you.
What steps have you taken recently to ensure client loyalty? And, if you have found this post informative, please share, like and leave a comment. We appreciate it!