Every business organization’s success depends on customer satisfaction. Whenever a business is in the startup phase, it is a general rule that customers always come first and then the profit follows in the form of investment returns. The companies that manage to fully satisfy their customers will remain at the top position in any market. Today’s business companies realize that customer satisfaction is the key component for the success of the business and that it plays a vital role in expanding the market value at the same time. The key to success is to make building a loyalty model and to try to make money and a good reputation out of it, and in no time it will be a signature of yours that puts you on top and always one step ahead on your competitors.
Loyalty is viewed as an emotion more than it being an attitude or a behavior towards a certain product or a service. And to be more specific and pricise, it is the result of a consistent and repetitive emotional experience based on a maximum degree of satisfaction. A good client service creates a certain bond with the customer and not just any bond but the kind of bond in which the client feels personally attached and comitted to the organization. Loyal thus, is not just a repetitive act of purchasing nor prefering a product over another, it is definitely choosing a product among many alternatives even when knowing that there are far more better options than the one you have chosen, and not just that but you actually feel angry, sad or agitated if the product was worse than the competitor’s product. To build loyalty you need to merge and blend the physical, emotional, and value elements of an experience into one cohesive experience. One thing we cannot deny is that loyalty is a finished good and that satisfaction is a raw material, the whole concept is a process that you need to follow in order to make it a competitive advantage and a profitable one as well.
To give the customer the urge and motivation to buy is a good thing but to give them a strong motive to always buy and to keep buying, and most importantly to buy while they are happy and satisfied to the max. Satisfied to the point that they feel that they belong to your company. They belong because you provide a solution to their problems, because people don’t buy their way into something but instead, they buy their way out of something. So you need to stay close to your customers to solve their problems and stay close to your prospects to recognize their needs. Keeping a small distance is the key at least for the great Steve Jobs that said that you need to stay close to your costumers to know their needs before they even realise it.
The main idea is that gaining more customers is great for business but retaining the customers and sustaining a good relationship with them is greater and more profitable. It is not easy to build loyalty but it is worth it. People feel loyal to their families and friends and sometimes to brands, comapnies and entities. Overall, it is clear that there is a significant positive relationship between customer satisfaction and customer loyalty. Customer loyalty leads to an increase in both sales and profitability and what is greater is that all sides are happy and satisfied so after all it’s a win win situation in all cases and for all parties.
Author : Youssef RHEZZALI. Editors : Ali ALLA.