Stand behind your products and services. Treat customers with respect. Be easy to work with. In today's competitive marketplace customers are bombarded with promises and guarantees. They can detect insincerity a mile away.
Customer loyalty has to be earned.
Customer service has to be more than a slogan. Dissatisfied customers tell 8-10 people about problems they've experienced. It takes 12 positive incidents to make up for 1 negative incident. Loyalty is achieved through high levels of customer satisfaction. A loyal customer will potentially refer 1-4 people.