So we can say that the direct cause of customer loyalty is the experience they get from your product, service and organisation. While satisfaction does not necessarily lead to customer loyalty, dissatisfaction almost certainly leads to disloyalty. If you want to know more about customer experience and how it relates to loyalty, be sure to check out the Q&A sections below. In short, the buying process refers to the steps a customer has to take to purchase a product.
There are six stages in customer loyalty, and each stage increases in the amount of loyalty the customer shows. The customer may be disloyal for other reasons in the future: perhaps they are extremely price sensitive or have a poor service experience. The quality of a product (including design, features and customer perceived quality) is one of the fundamental building blocks when it comes to the overall buyer experience. Now that you know what the most direct cause of customer loyalty is, be sure to look at the most common problems associated with customer loyalty and how they can be avoided.
When you're not discussing customer service, you're usually outdoors rock climbing or snowboarding. New customers (discussed below) tend to cost more to acquire and do not spend as much money as loyal, repeat customers. In fact, 87% of Apple customers are loyal to the brand, which means they will continue to buy from Apple in the future. As complicated as it may seem, this is a metric that grows in value every time a customer decides to leave your business.
And instead of cursing your lost customers when it's too late, you can take practical steps to build loyalty with your existing customer base. As you probably know, customer acquisition can be costly, so growing your customer base organically is always an advantage. Loyal customers of reputable brands will not only buy more products, but will also act as the strongest (and cheapest) promotional weapon. Dividing the percentage of your customers who are Promoters by the percentage who are Detractors gives you your overall NPS score.
