Talking Point: The Disney Institute Blog

Creating Customer Loyalty By Exceeding Expectations

May 02, 2013 by Bruce Jones, Senior Programming Director, Disney Institute

In yesterday’s D’Think Chat on Twitter, we mentioned that one way to build customer loyalty was to consistently deliver on your brand’s promise to its customers. That means providing your product or service at a level that is on par with the expectations your customers have set for you.

But while delivering experiences that are "on par" may fulfill a brands promise, its the experiences that exceed expectations that make the biggest impact. In fact, going “above and beyond” to exceed expectations will create more loyal customers, and brand ambassadors, those who use word of mouth to positively speak on your brands behalf.

Take a look at several brands, showcased by Fast Company, who have gone above and beyond in an effort to create a stronger sense of loyalty in their customers.

What is the total impact for customers, viewers of these videos, and the organizations themselves in the short term or long run? Share your thoughts in the comments below.

Disney Institute is ready to help you apply strategic rigor to your customer experience efforts - call us at 321.939.4600 or complete our Contact Form

Posted in Quality Service | Tagged Customer Loyalty, Building Customer Relationships, Customer Experience Improvement, Bruce Jones

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