I was thinking this summer about the terms retention and satisfaction. Isn’t retention just coming back for more of a specific service or offering? Isn’t satisfaction just another way of saying that a service met or exceeded your expectations?
Think about your daily choices. What contributes to your satisfaction or retention with things like where you bank, where you shop, or which hotels you choose? Do you consider the overall quality of your experience? The value you are getting for what you are paying? If the experience is meeting your expectations? What about customer service—doesn’t the way you are treated by the people delivering the service matter? I think it may matter a lot, at least in my own experience. And if you do have a problem, doesn’t the way the problem is resolved play into whether you would return? Don’t all of these factors contribute to whether you are a loyal customer?