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Episode 132: Satisfaction & Loyalty
- 2021/05/25
- 再生時間： 56 分
- ポッドキャスト
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サマリー
あらすじ・解説
Satisfaction and loyalty – the holy grails for relationships – personal, professional, internal and external.The two are mentioned in the same sentence all the time – like a double act in comedy, foods that complement each other or a famous sporting duo – but they’re not necessarily found together all the time .Satisfaction is an attitude – Loyalty is the behaviour. People may be satisfied but not loyal – and loyal people may not be always satisfiedOne way I considered it was pizza delivery– I’m usually satisfied with any of them and will happily order for any of the 4 nearby – I’m not particularly loyal to any one brand. Someone shopping for a car may start at their favourite brand – Audi – and end up buying BMW. But in their heads, they remain a loyal Audi customer and will go back to Audi first next time.Stephen walks us through this model that looks at different components that make up Satisfaction and Loyalty. Once you understand them you can manage them. And then you can decide which relationships you want to build up into ones that are full of satisfaction and loyalty.Any comments or thoughts: email us at podcast@coachpro.onlineMore great models at www.coachpro.onlineFull transcript and blog:https://rhinoconsulting.nl/episode-132-satisfaction-amp-loyalty Thanks for your support so far - please subscribe and share The first 15 minutes of the podcast is transcripted below - Warren Hammond 00:56Welcome back podcats, to another episode of our podcast. This one's a good one. I always say that, this one is a Loyalty and Satisfaction or Satisfaction and Loyalty. I'm always tempted to put in 'Customer' before that, it just seems to be one of those phrases that we always hear; Customer satisfaction and Customer loyalty, we spend ages talking about it. It's one of the key metrics for business success. That is covered and it's talked about, but also how we can take this into other areas of our lives. internal and external. So it's looking at the whole relationship. So it's good, there's a model, there's a six point guide at the end. So there's lots to take away. Any thoughts questions, give us a shout, podcast@coachpro.online or find us on LinkedIn. There is a full transcript available for these so please look that up. And on www.coachpro.online itself there's loads more models and frameworks that you can use. So let's get straight into it. I’ll be back at the end with some brief comments. Here comes the cheesy music.Warren Hammond 02:11So here we are. Normal call signs, Edinburgh, can you hear me?Stephen Gribben 02:16Loud and clearWarren Hammond 02:17Loud and clear? It's not a surprise anymore. But when we started this a year ago, all the zoom and the video conferencing, it felt that this was almost magic, it was almost wizardry, the fact that we could hear each other, even though we were countries apart now is the most normal thing in the world. Anyway, today, we're discussing satisfaction, and loyalty. Now I know I've got in my head while I think of loyalty and satisfaction. And I'm immediately thinking of customers and NPS etc. And I also know that I always think about these things too small. So let's go to Stephen and get a formal definition that we can kick ourselves off with. So how should we think about satisfaction and loyalty? What's the definition we should be using Stephen? Stephen Gribben 03:08Well, satisfaction is about attitude. And loyalty is about behaviour. Stephen Gribben 03:16Typically in relationships, whether that is as a customer relationship, or a personal relationship, or professional relationship, satisfaction is the attitude, how you feel and how you judge; loyalty's about behaviour, which is about what you then do. Warren Hammond 03:34That's a good definition. Because I do you think that sometimes we use satisfaction in a broader way. But that makes sense. And so this is an attitude, this is how you're feeling about something. And loyalty is then how you're demonstrating that feeling that behaviour. Stephen Gribben 03:51Yeah, typically, this is used in the concept of customer and there's value in that. But you'll get customer satisfaction, which is based largely on your attitude of what's happened. But that doesn't necessarily always lead them to customer loyalty. So you'll get people who will say satisfaction versus loyalty, rather than satisfaction AND loyalty. And ideally, what you're looking for in a relationship is satisfaction and loyalty. Warren Hammond 04:19You're I mean, maybe it's because he's in the middle of the day. You know, we're not sitting in a pub with a beer or a glass of wine. Because if you were to talk about loyalty and satisfaction in a social setting, you do automatically think about relationships, but it seems very different when you think about customer relationships. But how you just said this is attitude and behaviour. Yeah, it's different relationships where both of these things are ...