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You are here: Home » The Marketing Diary » Marketing Stories » Great Customer Service, Not Branding Creates Brand Loyalty

October 5, 2005

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 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 ..."


Respected Dear,

I would like to knows the name of the best notes for Advertising, Marketing and Sales Studies.

Posted by: Musab El Sharif at December 28, 2005 11:09 AM

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.

Posted by: Meikah Delid at May 2, 2006 9:09 AM
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