loyalty

The Difference Between Loyalty and Stickiness

Do you know

how many of your

customers are loyal?Take a rough guess.

How about what metrics you should use to measure

their loyalty?

Any ideas?

What would you focus on instead?

How about customer stickiness?

Customer stickiness is a dependable metric based on actual customer behaviors

Understanding these behaviors can help you provide the service experiences that keep customers coming back

Your brain sees the easiest option as the best option

—everyone’s does

The Human Mind Works by Association

So make sure the associations you’re creating are positive

Your customer service will trigger associations based on previous experiences

Make Positive Associations1 Make

It Easy2

Be the Smart Option3 Be an

Anchor4

…So making service as easy as possible will

improve stickiness

Noteworthy moments can create a positive anchor in the mind

of your customers

Everyone wants to avoid loss and disappointment

…So by being the dependable and reliable choice actually makes you stickier!

From then on, regular service experiences only strengthen

the relationship

Four Ways to Increase Customer Stickiness—Using Behavioral Psychology

Imagine a world where loyalty doesn’t exist

loyalty & stickiness

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Created in association with Philip Graves, a consumer behavior consultant, author, speaker, and regular contributor to the media.

Stuck on Customer Loyalty?It’s Time to Focus on Something Else

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