| You are here: Home » The Marketing Diary » Marketing Stories » Great Customer Service, Not Branding Creates Brand Loyalty Great Customer Service, Not Branding Creates Brand Loyalty Branding is important, no doubt about that, but brand loyalty is best generated by excellent customer service, especially in this day and age, and not by "traditional" branding activities. To see the point, just read this story one of our readers just sent us: "In early 2005 our Sharp microwave broke down after many years of successful service. So we needed a new one, but I had to be sure that the new model apart from meeting our functional requirements also would fit within the same dimensions the old one had occupied. On the www.sharp.nl web site I found an email facility through which I sent them this question. The very next day in the mail I found a big envelope from the Benelux Sharp importer with letter + product brochure and extensive additional information about sizes, etc. In fact, everything I needed to solve the issue. When I took all this info with me to the local store I even knew more than the salesperson! Needless to say we're very satisfied customers ..."
Comments
Respected Dear, I agree with you when you say, "brand loyalty is best generated by excellent customer service." Customers will remember more how you made them feel when they did business with you than the services or products you offered. This is a good site. It's rather sad, it has not been updated.
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