How You Lose Loyalty

You lose loyalty when A and B happen at the same time.

A) unsatisfying/disappointing service from you

B) satisfying/remarkable service from your competitor

It’s easy to know where to put your energy because you only have control over A, not B. And it happens that by default when you provide inadequate service, your competitors appear all the more appealing. You don’t want that, do you?

 

Stay Positive & Focus On Delight

Garth Beyer
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