The Loyalty Lady Drives Customer Retention

I’ve been given a few names throughout my career. From “sales pro” to “people person”, these names stuck with me. I am now known as The Loyalty Lady.

This name makes sense because I help small business owners improve customer retention by improving customer engagement.  As The Loyalty Lady, I do that by uncovering opportunities in your business to provide more value to customers and help you build customer relationships resulting in customer retention.

Customer Loyalty is complicated. But to simplify it, I’ve developed a simple equation that describes the components of Customer Loyalty. The equation goes like this:

Magic + Relationships + Value = Customer Loyalty

Magic is about creating an unanticipated, extraordinary experience that customers won’t forget. It brings to mind the experience my son just had in purchasing his Iphone at the Apple Store. First, Apple allowed people to pre-purchase the Phones so that when the pre-purchasers arrived to pick up their phones from the store, they had priority treatment with their own line. Apple also provided those who waited in line food, a drink and an umbrella to shield them from the Arizona Sun in June. It’s those special touches that help develop that loyalty.

Relationships drive customer loyalty as well. When people feel connected to you and your business, loyalty is right behind. People no longer want to be treated like sheople. Customers want to be noticed, appreciated and valued. Building these relationships takes time and are built with each experience a customer has with your business. Look for opportunities to strengthen the relationships with your customers from the first time they do business with you and beyond.

Do you provide Value through your products and services? In an MSN poll, customers were asked “what is your number one customer service expectation?” The top answer was product knowledge (over friendliness and readily available staff). Customers today won’t put up with businesses that don’t support their needs and wants. Given that, we want to be sure that our front liners have the product knowledge they need to provide value to their customers.

Customer retention and loyalty are the keys to your sustained growth. As your Loyalty Lady, I want to share with you innovative ways to drive loyalty and sales. Turn up the magic, build relationships and provide value to your customers and watch what happens. Wishing you all the success you can handle,

The Loyalty Lady

Norma Huibregtse

Norma is an innovative Customer Experience Strategist, Business Coach, Blogger and Speaker. Her goal is to inspire business owners to captivate their customers and turn them into raving fans so that their businesses can experience increased profits and more fun. Contact Norma at (480) 694-6940, by email at [email protected] or visit the website at

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  • Customer Loyalty

    It is extremely important for customers to develop a sense of loyalty to a particular business. Thanks for the great read!