Am also elaborating on each of the myths with a summary interpretation and perspective
Myth 1: A satisfied customer is a loyal customer : Proactive v/s reactive being the key message
Myth 2: Loyal efforts help you retain business, not acquire new business : Principles of WOM (word of mouth) shall prevail at all times, hence the benefits of customer loyalty in generating new business, though possibly not clearly measurable at all times, definitely works
Myth 3: Loyalty efforts should focus on the attributes that customers say are most important : Functional attribute requirements arising from customer / consumer dialogue and research are important. The tipping points however lie in the latent emotional support and benefits.
Myth 4: Enrolling a customer in a loyalty programme will result in loyalty : Logical.....
Myth 5: Developing personal relationships with customers is the best way for sales to drive loyalty : Personal relationship is par for the course. Making the extra effort in understanding the client's business drivers, goals & objectives, and even challenging the client is what makes the difference.
Myth 6: Employees who don’t face customers cannot affect customer loyalty : EVERYONE contributes and can make a difference. Enhancements in invoicing design can make an impact as much as a smiling sales executive.
Am also going to be shortly publishing another listing of myths in the context of loyalty programme design, but in a lighter vein