It’s a fact. A satisfied customer doesn’t necessarily mean repeat business. In fact, research has shown that 60% to 80% of customers who switched to a competitor said they were “satisfied” or “very satisfied” on a customer satisfaction survey just prior to their defection!

The most important questions a business can ask are: How loyal are our customers? Will they buy from us again? Businesses that develop customer loyalty will enjoy the rewards in terms of sustainable, long-term revenue growth.

Loyal customers grow the business
Bain and Company has shown that there is virtually no correlation between high customer satisfaction scores and growth of the top line. However, there is STRONG correlation between top line growth and customer loyalty. If you want to grow your business, you must know and grow your customer loyalty scores.