How to Create Customer Loyalty

by | Client Loyalty/Experience, Recession Proofing

In the last issue we gave some metrics that indicated how focusing on customer loyalty can save you money and grow your sales. Start thinking about your customers in terms of their lifetime value. If each sale is $1,000 and a customer may buy something twice a year, that’s only $2,000 per year.


But multiply that times the 20 years that he may buy your product and you have an income source for $40,000. Most buying decisions are based on emotions. Gallop polls have done research that indicates that customer loyalty is achieved by unique points of connection, emotional interactions and memories that touch the hearts of your customers, something that makes them feel special or gives them attention. Your staff can be developed to recognize and leverage points of connection, understand and manage emotions and communication styles, use empathy and elicit trust. Providing your staff with the tools to better address their stress management will also help them focus on being empathetic with your customers. Your staff is your biggest asset and the main factor that makes your business unique. Outstanding customer-centric staff make for an outstanding business. To see a great customer loyalty story, go to Let me know what you think of it.

Jeri Quinn

Jeri Quinn from Driving Improved Results is an executive coach, management consultant, speaker and author who focuses on communication in her work with executives and companies. She is the author of The Customer Loyalty Playbook, 12 Game Strategies to Drive Improved Results in Your Business. With more than 40 years as a serial entrepreneur.

Quinn has worked with executives and teams in over 40 industries, spoken at major business expos including New York City’s Javits Center, facilitated business development and extraordinary customer service at institutions such as MoMA and AIG, and has partnered with New York City, The Kauffman Foundation, Citibank, Merrill Lynch, HSBC, and Signature Bank to educate their clients.


She can be reached at:

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