Businessweek Archives

The Importance of Loyalty

The difference between true customer loyalty and mere customer satisfaction is like the difference between lightning and lightning bugs. Loyal customers spend up to six times more than satisfied customers — they buy more often, and they recommend you to new customers. The first step to increasing the number of loyal customers is to measure how many you have now!

Jack Mackey


Service Management Group

Race, Class, and the Future of Ferguson

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