True

True Growth for a company is growth that occurs because customers love doing business with them and sing their praises to friends and colleagues. This is the only kind of growth that can be sustained over the long term. Acquisitions, aggressive pricing strategies, product line extensions, and new marketing campaigns, can give a company a short term boost. But if these things don’t ultimately result in delighted customers the growth won’t last. The same goes for market share. A dominant position in the marketplace often gives a company an economic advantage. But again; if that potential isn’t utilized to make customers smile, neither the advantage nor the dominant share will last.

~Detractors are customers who feel badly treated by a company — so badly they cut back on their purchases, switch to the competition, and warn others to stay away from the company they feel has done them wrong.

~When a company delights its customers they willingly come back for more- and not only that, they tell their friends and colleagues to do business with the company.. Satisfied customers become in effect part of the company’s marketing department, not only increasing their own purchases but also proving enthusiastic referrals. They become promoters.

Satisfied Customers Tell 3 Friends, Angry Customers Tell 3000.

Loyalty is the key to profitable growth. And customer satisfaction. / customer relationships are the key to loyalty.

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