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.

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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