Key Ingredients Build Customer Loyalty Paul R. Timm, Ph.D. An ongoing challenge for any company is the retention of customers. It is well known that getting new customers cost much more than maintaining ones already doing business with you. Incorporating these eight ingredients to a well-rounded strategy for building customer loyalty will produce dramatic results.
Reliability arises from consistent follow-through and execution.
Standardize service and product quality. We all know that we can go to a McDonalds anywhere in the world and be assured of getting the same Big Mac and fries. Unfortunately, many e-commerce retailers flunked the reliability test. About 17 percent of consumers recently polled said more things tend to go wrong with their online shopping than during a visit to the store. Reliability begets repeat business.