Customer satisfaction is a measurement of a customer’s attitude toward a product, a service, or a brand. It’s usually measured by a customer satisfaction survey on a numerical scale. Customer loyalty is a set of behaviors and attitudes that a customer exhibits that demonstrate loyalty to a product, service, or brand, such as repeat purchases or choosing the brand over a competitor.
When you make a sale, it’s easy to assume you’ve just served another satisfied customer. Unfortunately, this isn’t always the case. The customer experience comes in all shapes and sizes, and the more you know about your business’s experience, the easier it is to make it better.
For brick-and-mortar stores, face-to-face interaction can give you some idea of how a customer experience is going. It’s safe to assume a customer who is yelling at a sales rep, for example, isn’t having a great experience. It’s safe to assume someone who comes in frequently with friends and family, on the other hand, is a loyal customer.