Building Customer Loyalty

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For the past three weeks, I’ve been on bed rest due to complications in my pregnancy and restricted from doing my normal housework. Today, Joel went to the grocery store up the road rather than our usual Wal-Mart trip. He thought it would take him less time since it’s smaller, closer and finding a parking spot would be easier. Little did he know it would take him longer than going all the way across town to Wal-Mart. He was unfamiliar with the layout so he found himself wandering around the store. Because they carry different brands, he had to spend more time choosing which type of cheese is the best value versus just grabbing the one we’d usually buy. The prices there were a little higher, but they do have a butcher and fresh produce.

There are pros and cons of each location. Today, time was of the essence and we ended up losing time and spending a little more money than usual. To top it off, there was apparently a whole in the bag and the milk busted onto the kitchen floor just inches before it reached the countertop. (He’s mopping the floor now while I sit here and watch. Bed rest does have its perks now and then.)

I’m sure he will go back, but next time he will probably just go to the place he’s familiar with. Return customers are a large part of business and building customer loyalty guarantees you’ll stay in business.

Written by: Sarah Little, TQA Executive

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.