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 is a Certified Cicerone®, Senior Content Specialist at Encompass Technologies, owner of Garth's Brew Bar and a Madison-based freelance writer.
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