mrpatto

“Everything changes when a customer becomes a loyalist. To the truly loyal customer, you are the only shop in the marketplace. All the other brands and all the other vendors don’t even come into focus. Like someone in love, the loyal customer only has eyes for you.”

Leonardo Inghilleri, Micah Solomon and Horst Schulze in "Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service"