Sin # 1

Mistake Number 1: You assume long-time customers are loyal.

Evidence in this area confirms the 80/20 rule. Eighty percent of customers are satisfied and twenty percent are loyal. Satisfied customers will shop for other options. Loyal customers love you. They don’t shop because they’re 110% satisfied. Ask yourself which customers are loyal and which ones are satisfied. Find ways to convert satisfied customers into loyal ones and reward loyalty.