You might think that a satisfied customer is a good customer and that it would lead to brand loyalty. I thought so too and was I surprised when I found out that there is no strong corelation between the two.
In fact, the popular belief that a satisfied customer is going to be a recurring customer is all hogwash as far as studies have managed to uncover.
They found out that customer committment is more important than satidsfaction. In other words, satisfied customers would often buy other products from other brands unless they are committed to your brand and have had a high level of engagement and involvement with your brand.
I would love to ponder on the question of getting people to be more involved in order to get their committment but I feel that before we go into that, we need to understand the difference between satisfaction and commitment. It is a matter that concerns the consumer’s psychology and by understanding these processes, it can better help us understand how to serve the customer better and one which leads to better customer loyalty and committment.
Head down to Conversion Model and get yourself some powerful knowledge and information that could make the right kind of difference to your business.
« A Customised Toolbar for Better Communications. | If a 13 Year old Can Make Money Online, So Can You. »
