How likely is it you would recommend [Company Name] to a friend or colleague?
Updated: Nov 19, 2020
Companies that build on a foundation of customer loyalty have a far greater chance of making it through wider financial headwinds.
How loyal are your customers? How certain are you that your customers will still be there tomorrow? If the answer is “Um...”, then it’s essential to take action and start measuring it. But also measure correctly. You could discover, it could be that your customers are “just satisfied” with their purchase. But will they buy again tomorrow?
The distinction between loyalty and satisfaction is essentially that satisfaction is something that has already happened. Loyalty is all about expected future behaviour. “Have you considered recommending us? Have you considered purchasing from us again?”