Customer Service and Customer Loyalty

We all know how important it is to provide great customer service. Happy customers tend to become loyal customers and a loyal customer is likely to stick with you for years on end, regardless of minor price changes.

There are some additional benefits to developing client loyalty, though, and each has a significant impact on your organisation as a whole. Consider the following:

  • Your revenue will grow because loyal customers are more likely to purchase additional products from you as the need arises. They’re also more likely to refer prospects that will result in sales.
  • The costs associated with operating your business will decrease. This will happen because you won’t have to spend as much time and money on the acquisition of new customers and because providing good customer service to loyal customers is a very efficient process.
  • Your employee retention levels will increase because your employees will be happier with their jobs and satisfied with the work they are doing (which, in turn, creates additional customer loyalty and reduced costs).

It’s easy to see why focusing on strong customer service is important to customer loyalty and the overall success of your business. Do you do anything special to encourage your employees to give better customer service – or to encourage your customers to remain loyal?

Thanks again,


Sean McPheat

Managing Director

MTD Training   

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Updated on: 14 May, 2009

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