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.

I listen to the history from him in person. We were in a CRM conference. One of the American CRM gurus told it.

He was pleasured when he was invited as a speaker. 30 years ago when they got married, they have come to a place closer to the country where the conference is hold for their honeymoon. He has wished to come together with his wife one week before the conference and to stay at the same hotel. He has found it from internet and made a reservation.
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