Customer loyalty is more profitable than customer satisfaction alone. Loyal customers drive repeat business, which leads to increased profits. A 5% increase in customer loyalty can generate an 80% increase in profits. Customer loyalty also depends on employee engagement and satisfaction, as employees represent a company through their interactions, or "moments of truth", with customers. These moments build trust and emotional connections that meet and exceed customer expectations over time.

1. “Customer
Satisfaction is
Worthless…
June 2010

2. …Customer Loyalty
is Priceless”
Jeffrey Gitomer

3. Loyalty = Profit
• Customers drive Revenue; Loyal Customers
drive Profit
• How difficult is the 2nd, 3rd, 4th, nth sale to existing
customers?
• 5% increase in loyalty can generate up to 80%
increase in profits.
• Customer loyalty is a direct function of employee
engagement – currently at 30% in most companies!

4. Moments of Truth
• Moments of Truth occur every time a
customer directly or indirectly comes into
contact with your business. They build:
• Trust between you and the customer
• An emotional tie with the customer
• Leverage Empathy to meet and exceed
ongoing expectations

5. Are What Your Clients Getting
from Your Products…
• …Worthless
or Priceless?