Did you know that customers who call themselves “totally satisfied” are SIX TIMES MORE LIKELY to repurchase your products than customers who report themselves just “satisfied”?

At The Brooks Group, we teach that salespeople should be working up the Customer Loyalty Ladder, striving to turn prospects into customers and satisfied customers into “Zealots.” Zealots are the people who do your selling FOR you, referring you business, promoting your ideas, etc.

It takes hard work to earn your customers’ complete satisfaction, but isn’t it easier to keep a customer you have than to have to start at the beginning all over again? Who are the zealots for you, and what are you doing to keep them “completely satisfied”?

(Data from “Why Satisfied Customers Defect” Harvard Business Review, Nov.-Dec. 1995)

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