Inspire loyalty....


There are a few family restaurants we take our granddaughters to: the food is consistent and moderately priced, and their employees are fairly well trained.  They each have loyalty programs, but that’s not why we frequent them; we go there because they are conveniently located and kid friendly.  I guess you’d say we’re satisfied customers, different from being loyal. I can’t remember telling anyone we eat there, or extol their virtues; there’s nothing that stands out.  They’re good, not great; consistent, not exciting. The brands that run them make up stories about supposed family histories, but in reality, those are just someone’s made-up concept of what a family and its history might be, as in a novel. But a more novel idea, one that would truly engender loyalty, would be creative dishes, ones you savor, and outstanding service, provided by people who really care and have the personalities to back that up. There’s a big difference between a satisfied customer and a loyal customer: satisfied might bring you back, loyal makes you really want to return. Do what it takes to make your customers loyal today

Shep Hyken (b. 1960): American customer service expert, author, and speaker