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The Loyal Customer: Top Twenty Ways to Kill Customer Loyalty

This customer service tip focuses on the loyal customer, one of the coveted bi-products of delivering good customer service. Yet good – even great – customer service by itself will not create a loyal customer. It takes more, such as quality, reliability, and dependability. On the flip side, it doesn’t take much to erode loyalty.

Below is a list of a twenty “loyalty killers” that you will want to avoid to maintain your loyal customer:

1. Uncertainty is a loyalty killer.

2. Complacency is a loyalty killer.

3. Apathy about your work is a loyalty killer.

4. Lack of confidence is a loyalty killer.

5. Bad customer service is a loyalty killer.

6. A bad attitude is a loyalty killer.

7. An aggressive attitude is a loyalty killer.

8. Indifference toward a customer is a loyalty killer.

9. Lack of enthusiasm is a loyalty killer.

10. A communication breakdown is a loyalty killer

11. Inconsistency is a loyalty killer.

12. A weak relationship is a loyalty killer.

13. A long wait time is a loyalty killer.

14. A slow returned phone call or email is a loyalty killer.

15. Arguing with a customer is a loyalty killer.

16. Making a customer feel that they are wrong is a loyalty killer.

17. Making a customer feel ignorant is a loyalty killer.

18. Being impatient with a customer is a loyalty killer.

19. Using unfamiliar jargon or acronyms is a loyalty killer.

20. A failed promise is a loyalty killer.

Are you or your company guilty of any of the above loyalty killers?

Remember that customer service by itself will not create loyalty, but it helps to get you there. You need your customer’s confidence. The conventional wisdom is that people want to do business with people (or businesses) that they know, they like and they trust. What are you doing to create those feelings?

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