Customer satisfaction doesn’t always grow into loyalty

Faith Ocampo Published on March 20, 2017

bored woman in red using landline phone looking away

Just because your customers are satisfied with your brand’s services doesn’t mean they’re going to stick around. Chances are, they’re constantly on the lookout for a company that trumps you in every way.

That’s the hurtful reality, but confronting it head-on will make you grow.
Almost every brand out there advocates and aims for customer satisfaction. To gain customers’ approval, they work hard to get everything right: from omnichannel customer support and digital marketing, to perfecting the consumers’ in-store experience.
But times have changed, and these efforts are no longer enough. In a competitive and continuously changing business landscape, brands must do more than this to make themselves stand out.

Satisfaction won’t keep customers coming back.

frustrated tired businessman looking at phone

Satisfaction is merely the minimum standard of the ideal customer experience. Sure, customers want a hassle-free journey, but this is only their most basic requirement. Most consumers automatically assume that today’s brands—regardless of the industry they’re in—would provide them various customer service channels and solve their issues efficiently. In short, exemplary performance is something that customers expect, not want, from brands.
These growing and changing consumer expectations are largely a result of the spread of tech devices and Internet connectivity. Mobile gadgets allowed everyone to be constantly online, and this shoved us all toward the age of the modern consumer. With limitless access to brand-related information, consumers have become more empowered. They’re now more discerning when it comes to choosing the businesses they’d buy from.

From satisfaction to loyalty

Customer satisfaction doesn’t always forge customer loyalty. To build lasting relationships with your customers, you must evoke positive emotions from them. And it not only entails providing their needs, it also requires making them happy and exceeding their expectations.
This is the secret behind the world’s most successful brands. They focus on cultivating loyalty, and what they get in return is an army of word-of-mouth marketers and repeat purchasers. Indeed, as many as 74% of consumers say they rely on word-of-mouth referrals in making purchasing decisions, and 58% of consumers go out of their way to share with others the positive customer experience they had with a company.

Building an emotional connection with customers

smiling diligent call center rep talking to customer holding folder

The brands that customers truly love are those that make them feel special. The positive emotions they associate with a brand are a result of a series of equally delightful experiences. Here are some ways to build emotion-based customer relationships:

•     Exceed your customers’ expectations, and use data to individualize their experience.

Through an omnichannel customer service strategy, you’ll be able to gather plenty of data about your target market. Use them to personalize the customer experience and make it more memorable.

•     Instead of targeting efficiency, shift call center agents’ focus to empathy.

Measure agents’ performance based on the quality of their interactions with customers. Veer away from purely quantitative performance indicators such as average handling time.

•     Be as creative as you can be in solving customer issues.

Give your contact center agents the power to make decisions that best suit a customer’s situation. Encourage them to be as creative and resourceful as they can be. This will help you create a memorable customer experience.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 5 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 5 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 5 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 6 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 6 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO
Open Access BPO 10 days ago
Reposted from @tdcxgroup

We’ve made yet another bold move.

Just last month, TDCX Group launched Chemin to help the world’s most ambitious companies realize their AI goals — faster, safer, and smarter.

To accelerate our ambition, the Group has acquired SUPA, a cutting-edge data annotation platform known for its agile, gig-powered model and elite talent network.

SUPA will now be part of Chemin, as we make moves to deepen our ability to support everything from training foundational models to safeguarding mission-critical AI systems.

“The future of customer experience is AI-powered, and AI itself runs on increasingly complex, curated data. SUPA brings us the right capabilities and talent frameworks to fuel that future. By embedding SUPA into Chemin, we’re doubling down on our ability to support enterprise and frontier AI labs with world-class data operations,” says Laurent Junique, CEO and Founder, TDCX Group.

As the demand for precision, scalability, and human-in-the-loop intelligence grows, we look forward to delivering the kind of nuanced data interpretation and domain expertise today’s frontier AI requires.

Slide into our inbox — we speak AI.

Tap the 'Press Release' link in our bio for more details.

#CX #Outsourcing #AI #EnabletheFuture