What Is the Connection Between Customer Service and Customer Loyalty?

Customer Loyal (CL) theory is developed on the basis of corporate identity design theory (CI) popular in the 1970s and customer satisfaction theory (CS) in the 1980s.

Customer Loyalty

Key factors for building customer loyalty: (Five elements)

A service quality

Product quality. Static manifestation before and after sales.

1. Conducive to the formation of core competitiveness of enterprises

There are ten principles for doing good customer service and improving customer loyalty. Only by grasping these principles can companies really get the services they bring to the product.

In fact, every businessman knows to varying degrees that it is good to have loyal customers. But how much loyal customers are worth to a company may not be known to most companies. What companies routinely use

1. Impulsive loyalty is intentional loyalty, which means that people tend to buy. The process of impulsive loyal customer decision-making is relatively simple and very susceptible to external factors, especially price-related promotions. For impulsive loyalty, often a better price promotion message from a competitor may attract this customer.

2. Emotional loyalty is based on preference. People buy because they like it. Emotional loyal customer decision-making mainly depends on the customer's attitude towards the business or its products. A young man eager to own a Harley-Davidson motorcycle may have maintained a very strong willingness to buy Harley-Davidson motorcycles, so the clothes and watches he wears are all Harley-Davidson brands.

3. Cognitive loyalty is information-based loyalty, and cognitive loyalty is rational loyalty. Their purchasing behavior is caused by their understanding of the product's functional characteristics, cost-effectiveness and other specific information. Many times they are like a product expert. They not only understand the function of the product, but also conduct various data collection studies to understand the differences and technical characteristics of the product. They even know better about the product's performance and where there are defects, etc. They will consider various factors comprehensively, and finally have the perception that this product is more suitable for them, thus forming a loyal buying behavior. Once better products exist on the market, they will also study and compare them carefully.

4. Behavioral loyalty is action-based loyalty, and customers have developed a buying inertia. Customers often need to work hard or overcome certain obstacles in order to purchase such products. Behaving loyal customers have, to a certain extent, formed the habit of buying corporate products. Such customers are willing to overcome some obstacles in order to purchase the company's products or services, such as willing to wait in a long line for a new product released by the company. ^[1]