{"id":17788,"date":"2012-07-18T07:50:37","date_gmt":"2012-07-18T07:50:37","guid":{"rendered":"https:\/\/sundaysky.com\/blog\/where-do-customer-loyalty-and-recommendations-come-from\/"},"modified":"2025-02-13T21:32:27","modified_gmt":"2025-02-13T21:32:27","slug":"where-do-customer-loyalty-and-recommendations-come-from","status":"publish","type":"blog","link":"https:\/\/sundaysky.com\/jp\/blog\/where-do-customer-loyalty-and-recommendations-come-from\/","title":{"rendered":"Where Do Customer Loyalty and Recommendations Come From?"},"content":{"rendered":"<p>\u201cYou gotta try this!\u201d \u2026 It\u2019s a phrase that draws you in. There\u2019s excitement, satisfaction and wonder behind it. For brands it is the ultimate compliment \u2013 a word of mouth recommendation. A verbal Like button, it is a sign of success and the underlying component to NPS (net promoter score) aka \u201c<a title=\"the ultimate customer satisfaction question\" href=\"http:\/\/www.inc.com\/articles\/201106\/whats-your-net-promoter-score.html\" target=\"_blank\" rel=\"noopener noreferrer\">the ultimate customer satisfaction question<\/a>.\u201d<img decoding=\"async\" class=\"mce-hs-more\" style=\"height: 20px !important;\" src=\"image\/gif;base64,R0lGODlhAQABAIAAAAAAAP\/\/\/yH5BAEAAAAALAAAAAABAAEAAAIBRAA7\" alt=\"\" \/><\/p>\n<p>Why do consumers recommend? What do they recommend? Why do you recommend? If my expectations are met or exceeded, then I&#8217;m endorsing the item. The degree that I share a recommendation depends on the level to which my expectations were exceeded. It also depends on the type of item I purchased. Ultimately, I believe that consumer recommendations stem form this equation:<\/p>\n<h3 ><span >Quality + Innovation = Like \u00a0<\/span><\/h3>\n<p>For the sake of this blog a customer&#8217;s recommendation can be separated\u00a0into three categories: a product, a service, and an experience.\u00a0Here are some examples:<\/p>\n<h3>A Product<\/h3>\n<p>I recently went to Best Buy to upgrade from my ugly, big, dumb TV to a new sexy, sleek, smart TV. I had a price in mind and an idea of the brands I liked, but was unaware of how to prioritize the features. I wound up buying a new <a title=\"Samsung SmartTV\" href=\"http:\/\/www.samsung.com\/us\/2012-smart-tv\/\" target=\"_blank\" rel=\"noopener noreferrer\">Samsung SmartTV<\/a> (at right)\u00a0\u00a0and needless to say, I love it. It has a clear picture, beautiful design, 3D image and I can stream videos from the web! Would I recommend? Yes. Why? Because my purchase far exceeded my expectations &#8211; the quality is incredible and with voice\/gesture control and endless apps, it is at the top of the innovation pyramid.<\/p>\n<h3>A Service<\/h3>\n<p>My wife Trudie is the consummate consumer, loving a great customer experience. While writing this I asked her what company she would recommend. I was surprised when she told me <a title=\"PayPal\" href=\"https:\/\/www.paypal.com\/home\" target=\"_blank\" rel=\"noopener noreferrer\">PayPal<\/a>, until\u00a0she explained why. PayPal allows people to exchange money seamlessly and <strong><\/p>\n<p><\/p>\n<p><img loading=\"lazy\" decoding=\"async\" id=\"img-1342530870008\" src=\"\/\/cdn2.hubspot.net\/hub\/165863\/file-18399600-jpg\/images\/paypal.jpg\" alt=\"PayPal Service\" width=\"197\" height=\"67\" border=\"0\" \/><\/p>\n<p><\/strong>offers easy solutions, so the quality is there. And though there are other similar services offered today (especially peer-to-peer payments such as\u00a0<a title=\"Venmo\" href=\"https:\/\/venmo.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Venmo<\/a>), PayPal was the pioneer in online payment services and it innovated the category.\u00a0Would Trudie recommend it? Absolutlely.<\/p>\n<h3>An Experience<\/h3>\n<p>The net is filled with great customer experiences, so I turned to old Betsy (that\u2019s my nickname for everything WWW) for an example, and found one near to my heart. Last year Brad decided to switch his home cable and Internet provider and signed up for AT&amp;T U-verse service. One month later he received a video bill (at left).\u00a0A cable bill is not new, not exciting and certainly nothing that most would ever share. However, Brad did not receive a bill. Brad received a \u201cvideo bill\u201d: an innovative new way to explain monthly charges in a clear and engaging format. This is different. This is worth sharing, which is what Brad did via YouTube, as well as others via Twitter (below). Would they recommend? Of course, and they did.<\/p>\n<blockquote class=\"twitter-tweet tw-align-center\">\n<p>Yes, my AT&amp;T bill has just been presented to me as a video. Now that takes the cake. And personalised.<\/p>\n<p>\u2014 Sheryl Nichols (@sherylnx) <a href=\"https:\/\/twitter.com\/sherylnx\/status\/223592104729911297\" data-datetime=\"2012-07-13T01:38:06+00:00\">July 13, 2012<\/a><\/p>\n<\/blockquote>\n<blockquote class=\"twitter-tweet tw-align-center\">\n<p>AT&amp;T emailed me a video bill this month. How thoughtful.<\/p>\n<p>\u2014 Lindsey (@ellehuck) <a href=\"https:\/\/twitter.com\/ellehuck\/status\/223136515461615616\" data-datetime=\"2012-07-11T19:27:45+00:00\">July 11, 2012<\/a><\/p>\n<\/blockquote>\n<blockquote class=\"twitter-tweet tw-align-center\">\n<p>Just received my first &#8220;video bill&#8221; from AT&amp;T. Pretty cool.<\/p>\n<p>\u2014 jrmadsen (@jrmadsen) <a href=\"https:\/\/twitter.com\/jrmadsen\/status\/221277443091206147\" data-datetime=\"2012-07-06T16:20:28+00:00\">July 6, 2012<\/a><\/p>\n<\/blockquote>\n<p>So what does it all mean?\u00a0People talk, always have and always will. But today there are a lot more channels to share customer experiences and loyalty. People recommend brands that deliver quality items that are innovative and exceed customer expectations aka <strong>Like = Quality + Innovation<\/strong>. Good brands are aware of these conversations. Great brands such as AT&amp;T leverage these conversations by continually searching for innovation. Without constantly innovating, brands become stale and lose loyal customers. For that reason, it\u2019s important to constantly think outside of the box, push yourself for greatness and \u2026 stay thirsty my friends.<\/p>\n<h4>What are some of your favorite brands that are constantly innovating, that you are always recommending to your networks? Please share them in the comments below and let us know why you recommended them!<\/h4>\n<div><span  ><strong>\u00a0<\/strong><\/span><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer loyalty and recommendations stem from two key elements: quality and innovation. Brands need to constantly innovate to drive recommendations.<\/p>\n","protected":false},"author":4,"featured_media":3140,"comment_status":"closed","ping_status":"closed","template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","om_disable_all_campaigns":false,"inline_featured_image":false,"footnotes":""},"industry":[],"use_case":[106],"blog-topic":[],"class_list":["post-17788","blog","type-blog","status-publish","format-standard","has-post-thumbnail","hentry","use_case-loyalty"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Where Do Customer Loyalty and Recommendations Come From? | SundaySky<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sundaysky.com\/jp\/blog\/where-do-customer-loyalty-and-recommendations-come-from\/\" \/>\n<meta property=\"og:locale\" content=\"ja_JP\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Where Do Customer Loyalty and Recommendations Come From? | SundaySky\" \/>\n<meta property=\"og:description\" content=\"Customer loyalty and recommendations stem from two key elements: quality and innovation. 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