Thursday, March 21, 2019

4 Customer Loyalty Goofs: Are You Guilty?

Brittany Schmigel
July 18, 2018

2 minute read

Is your brand guilty of committing common customer experience mistakes? Whether your business knowingly or unknowingly commits a CX goof, error, or faux pas, it can cost you customer loyalty.

Recently, we asked our Twitter community to weigh in on the question: What’s a guaranteed way to lose customer loyalty that businesses may not realize they’re guilty of? A number of renowned customer experience (CX) advisors, thought leaders, and industry professionals shared their insights with us on the evolution of brand loyalty and what this means for the business-to-business (B2B) and business-to-consumer (B2C) spaces. Continue reading to see their answers.

Question: What’s a guaranteed way to lose customer loyalty that businesses may not realize they’re guilty of?

Customer loyalty goof 1

Sales or marketing makes promises that the rest of the company can’t or won’t deliver on. Complacency. Getting caught up in “fine”. That’s a death sentence.

— Carla Johnson, Author of Experiences: The 7th Era of Marketing, @CarlaJohnson

Customer loyalty goof 2

Resting on your laurels. It’s easier to go from good to mediocre than good to great.

— Rieva Lesonsky, Founder of, @Rieva

Customer loyalty goof 3

A lack of personalization and responsiveness to the individual customer. Customers don’t leave because of pricing, customers leave because they feel unappreciated.

— Tamara McCleary, CEO of Thulium, @TamaraMcCleary

Customer loyalty goof 4

Ignoring them will make them leave. Customers are nice people and just expect a timely response and action. Give that to them.

— Shashi Bellamkonda, Chief Marketing Officer at, @ShashiB

For more insights from some of today’s leading influencers, check out other articles in our tweetchat series including How to Win Customers and Increase Brand Loyalty and Tips to Maintain Brand Loyalty in Today’s Disruptive World.

Brittany Schmigel
Brittany Schmigel
Brittany Schmigel is a New Yorker and a tiny canine enthusiast. Brittany is a Content Strategist at Oracle, and has written professionally for B2B and B2C audiences within the technology, publishing, manufacturing, human resources, and legal industries. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.