Just because today's customers are satisfied doesn't mean they're loyal, according to research by AchieveGlobal, a training and consulting firm based in Tampa, Florida. The research shows that 80% of consumers who have switched providers of a product or service said they made the change despite being satisfied with the original company.
AchieveGlobal's research revealed that to earn customers' loyalty, companies must master the service qualities most valued by their customers. The research revealed that regardless of industry, geography, product or service, consumers consistently value four qualities of service:
Sharon Daniels, CEO of AchieveGlobal, explained it this way, "Employees must have the ability to listen to and understand a customer's needs and offer a solution that will meet or exceed their expectations. That's what makes the difference between a routine encounter and a great service experience."