Can a simple thank you note to satisfied customers boost patronage by 50%?

I found this study of Leveraging Customer Feedback to Increase Loyalty very insightful.  Please note particularly:

In a large field experiment with highly satisfied customers of a Fortune 500 firm in the hospitality industry, the researchers track both customer attitudes and behavior over a 12-month period. The researchers find that a firm response to highly satisfied customers (in the form of a “thank you” email from the restaurant group’s president) increased patronage by more than 50%. In addition, it significantly strengthened the communal relationship with female customers.

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About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Feedback, Customer Insight, Customer Loyalty, Customer Service. Bookmark the permalink.

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