We’ve all seen the movie where the girl or guy turns to their significant other and says “I love you, but I’m not in love with you.” Sometimes it’s hard to believe while other times you want to yell at the TV and say “Duh!!!!!” Shouldn’t the recipient of the news have known? You can tell when someone loves you compared to being in love with you right?! Most of the time I think it’s pretty obvious.
Companies often fall into the same situation when you change the first “love” to “satisfaction” and the second to “loyal”. Companies tend to think that satisfied customers are enough, but it’s not. You want loyal customers! Companies also tend to think that satisfaction and loyalty are the same. They are very different!
To read more, please visit my guest blog for The Insight Advantage.
Filed under: customer loyalty, customer references, customer satisfaction, marketing, reference program, social media | Tagged: customer loyalty, customer reference, customer reference program, customer references, customer relationship, loyalty, Marketing reference, voice of the customer, who are your customers, word of mouth |