Most consumers don't like complaining. Make it easy for customers to tell you about their problems, fix them fast and always apologise for being inconvenienced. Front-line staff are critical in the customer satisfaction equation. People build relationships with people - not with companies. Employ staff who have the right attitude, empower them to respond to customers and resolve their problems, reward them for making customers happy and show them that they are valued, important members of the organisation.
Customer loyalty is one of the consequences of a sound customer satisfaction philosophy.
Central to the effective development of a loyalty program is the requirement that organisation's customer satisfaction levels are measured, managed and motivated. Frequent travellers are exposed to more loyalty programs than any other group of consumers. They are the ones that fly in aeroplanes, hire cars and stay in hotels. They call long-distance, use credit cards and dine out. In the industry of loyalty marketing, they are the mature consumers.