When customers do complain only about a third are happy with the organization's response. This results in reduced levels of customer satisfaction and loyalty. This means that your client's, or your, business might be about to lose 1 in every 10 customers to a competitor. Low levels of customer satisfaction are reducing loyalty and costing North American business dearly. This is the wrong question.
Loyalty is a two way street and is built on trust and value.
Customer loyalty is built on trust. That trust leads to more freedom for the network consultant. As an example, take the simple but thorny issue of e-mail response in a busy organization. Hepworth research shows that typically B2B customers expect a response within 4 hours. If this is not understood, translated into a performance standard and measured frequently, it is likely that customer needs will not be met and relationships put at risk.