Eighty percent of customers are satisfied and twenty percent are loyal. Loyal customers give you the majority of their business. They understand your value and are willing to pay a higher price to get it. They see you as different from your competition. Get out a piece of paper and divide it into two columns. In one column, listen to your satisfied customers. In the other column, list your loyal ones.
Study your list and look for ways to convert satisfaction into loyalty.
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