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. Customers For Life , by Cad Sewell and Paul Brown. Pathway To Lasting Customer Loyalty , by Richard Cross and Janet Smith. The One to One Future , by Don Peppers and Martha Rogers. The Service Edge , by Ron Zemke with Dick Schaaf.