Customer loyalty today is fleeting, but the factors that customers cite most as those characteristics that keep them coming back to a business are:
• Did the employee take ownership of my issue, have the job knowledge to take care of me, and show a sincere interest in helping?
• Did I have confidence in the employee in their competence, professionalism, and did they speak to me in understandable terms?
• Did the employee show friendliness and courtesy towards me and make me feel valued as a customer?
If your employees can and do exhibit the above, your business will soar above others. The employees will take pride in what they do and how they represent your organization. Customers will begin to build trust in what you deliver and become loyal. Loyal customers are priceless as they can grow your business for you in their repeat business, referrals, and recommendations to others.