By Gareth Cartman

You might think you check all the boxes. Your staff are presentable, friendly and approachable. Your products are unique and laid out neatly; your store has a distinctive character and an atmosphere that you won’t find on the high street and your prices are competitive. But is it enough?

If you’re greeting new customers daily but can’t recall welcoming back your regulars, you could be falling into the trap of satisfying customers in the short-term while missing out on their long-term business. Even large corporations fail to differentiate customer satisfaction and customer loyalty, which could lead to disastrous consequences.

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Comments


Written by lyceum
600 days ago

Gareth Cartman: Could you point out some companies that have been good at "mending" the gap and have plenty of loyal ambassadors?



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