Will you be loyal to one particular brand? Only one brand. No matter what other brands can offer, or giving you free gifts, and special discounts.... you still stick to one single brand????
I learn a cruel lesson about customer loyalty today.
No matter what you give, be it your best service, your best smile, your extra effort to send moon cakes over... from KL to JB.. and your customer can even tell you that she ate 70% of the whole box of the moon cakes... it doesn't mean that they are loyal to you.
"Ms xxx ah.... you received my moon cakes?"
" Yeah. I got it. Thanks ah.."
" Good, so how was it? Do you like it? You share with your colleagues?"
" Em.... ya la.. I share but I ate most of it la..."
"Oh ok, thats good. Thanks for all your support. Maybe next year I can get 2 boxes of moon cake for you.. Then you can eat more lor.."
"Sure sure.. Good ah you all. Can give moon cakes to customer. So rich."
" No la.. you support me, I sure think of you one...by the way, when is your next shipment?"
" Oh that one ah.. eh you have to do something with your quotation la. I get so much cheaper from other companies.."
Wtf..... "But you didn't say anything wor. I asked you already..You said ok one."
" Haiya, we don't care whether you give me moon cakes or not. Your price not good, we won't use one. "
"But......"
"No buts. You tell your manager la! Do something then only talk to me!" .... " tut...tut....tut...."
She actually hang up on me. And that is customer loyalty.
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