The EASY Way to Customer Loyalty

Guest Post by Joseph Michelli, Ph.D

Ok, the title is a smidge misleading. If customer loyalty was something easily achieved, the American Customer Satisfaction Index would not be approaching a 9-year low. However, “EASE” is a key to driving customer satisfaction, engagement, loyalty and referrals.

In this, the age of the consumer, people increasingly want knowledgeable sales people, veritably perfect products, rich sets of product and service offerings, instant delivery, and a strong emotiona...