I am trying to follow some blogs. Today, I have seen these words:

“how do you generate this loyalty? A small part of that may be your customer service. A greater part is whether your product or service actually delivers” on the Influential Marketing Blog.

I definitly don’t agree.

According to the surveys, customer service level is the main item that causes CHURN.For telecom operators, it is 68% (Purdue Univ. Center for Customer Driven Quality) And the price is only 10%. (Product is 17%)

After a single (one is enough) bad experience of Rohit Bhargava (the author of the blog), he will turn back to ex-provider, and will be more loyal then anyone else.

Afterwords, he will add a new metric into his calculation of loyalty. This is convenience.

We should not forget the importance of convenience when chatting about loyalty.