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Georges Van Cauwenbergh
Management Consultant, Ireland
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Customer Loyalty is About Emotions
Trust and believe in your products and services is partially true. The customer is happy to purchase over and over again because he/she believes that the experience in doing so will satisfy the need(s) but more importantly all the emotions that go with such transactions are positive for the customer.
A company that fails to realize the importance of the above will soon see it reflected in their balance sheet.. If you want to find out the reality of this statement, go out there an make sure that you do the opposite of what I suggest i.e. make sure that you create bad experiences for your customers, and see where that leads you after a few months when you recount you customers and check your balance sheet.
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