Date: June 12, 2002
Page 10
Distinguish true loyalty from pretenders…
•Truly Loyal: Customers
like your company and choose to associate themselves with
it.
•Accessible: Customers are
willing to give you opportunities to earn their loyalty.
•Trapped: Customers feel forced
to do business with you now but will leave if they can.
•High-Risk: Customers are dissatisfied
and actively looking for alternatives.
Truly Loyal
Accessible
Trapped
High Risk
