“Pay attention to your relationships with customers. You may think you have a loyal clientele, but in reality, most companies vastly overestimate the loyalty of their customers. Don’t forget, customer satisfaction is not the same as customer loyalty. Satisfied customers don’t complain, but they don’t necessarily tell their friends about you either.”
The distinction is huge. Your restaurant may rate 100 % satisfaction from your customers, however if they do not tell anyone then you really have not accomplished anything.
(Hat Tip Maria)
